Service Desk Officer

About the role

Bridge IT Engineering is looking for a Service Desk Officer to support a large Queensland Government client on a 12‑month fixed‑term contract, with the possibility of extension. The role is based in Brisbane and involves being the first point of contact for ICT incidents and service requests.

Key responsibilities

• Provide first‑line support for ICT incidents and requests, following defined processes and escalation procedures.
• Log, track and resolve tickets using Ivanti Service Manager or a comparable service‑desk tool.
• Handle inbound calls via Amazon Connect or a similar call‑management system.
• Support Apple and Android mobile devices through the Microsoft Intune Company Portal.
• Use RSA SecurID tokens for secure mobility solutions.
• Offer feedback to improve Service Desk procedures, documentation and overall service quality.

Required profile

• Proven experience delivering excellent customer service to a diverse client base, preferably within a government environment.
• Hands‑on experience with Ivanti Service Manager (or equivalent) and Amazon Connect (or equivalent).
• Experience supporting mobile devices (iPhone, iPad, Android) via Intune.
• Strong communication skills for interacting with executives, scientists, field workers and other varied professionals.
• Solid problem‑solving and troubleshooting abilities in a dynamic team setting.

Required skills

• Ivanti Service Manager (or similar service‑desk software)
• Amazon Connect (or similar call‑center software)
• Microsoft Exchange
• Microsoft Active Directory
• Microsoft Windows desktop and tablet operating systems
• Microsoft 365 suite
• Citrix
• Data network communications
• Microsoft Intune Company Portal
• RSA SecurID tokens
• iPhone and iPad mobile technologies

What we offer

• 12‑month fixed‑term contract with potential extensions
• On‑site role in Brisbane supporting a major government client
• Opportunity to work with a range of enterprise‑grade IT tools and technologies