Service Desk Officer

About the role

The Service Desk Officer joins the Digital Technologies team to ensure the stability, integrity and efficient operation of the network, infrastructure and business applications. You will work autonomously to deliver high‑quality support and contribute to the effective operation of the service desk.

Key responsibilities

• Resolve business‑as‑usual requests and incidents assigned to the ICT Service Desk, adhering to defined SLAs and ITIL processes.
• Provide face‑to‑face ICT support to staff while upholding ECQ and Queensland Government values.
• Manage end‑user environments, including Intune device management, Windows 10/11, and Office 365 suite (Exchange Online, SharePoint, Teams, OneDrive).
• Administer Microsoft Windows Server, Entra, Active Directory, Conditional Access and Azure services (IaaS, PaaS).
• Support cloud‑related technologies such as firewalls and identity solutions.
• Follow procedures for routine tasks, election‑specific projects and technology deployments.
• Develop operational policies, documentation and take part in technology deployment projects.
• Plan and deliver cost‑effective solutions with vendors and suppliers, and investigate new technologies to drive continual improvement.

Required profile

• Ability to work autonomously and deliver high‑quality support.
• Commitment to ECQ and Queensland Government values.
• Familiarity with ITIL processes and ticketing systems (Jira).

Required skills

• Intune device management
• Windows 10 and Windows 11
• Office 365 (Exchange Online, SharePoint, Teams, OneDrive)
• Microsoft Windows Server administration
• Entra and Active Directory
• Conditional Access
• Azure IaaS and PaaS
• Firewall and identity technologies
• Jira ticketing system