Service Desk Officer

About the role

We are seeking a customer‑focused IT Service Desk Officer to provide first‑level technical support to internal staff within a large Queensland Government environment. You will be the initial point of contact for IT incidents, service requests and enquiries, ensuring timely and professional assistance.

Key responsibilities

• Provide first‑level IT and telecommunications support, troubleshooting hardware, software and technical issues.
• Log, categorise, prioritise and manage incidents and service requests through a ticketing system, monitoring SLAs.
• Escalate complex issues to appropriate support teams and track resolution progress.
• Maintain accurate service desk records and contribute to operational reporting.

Required profile

• Strong troubleshooting and problem‑solving abilities.
• Excellent customer service and communication skills.
• Ability to manage competing priorities and work under pressure.
• Proactive approach to learning new technologies.

Required skills

• Microsoft Office applications.
• Experience with IT service management or ticketing systems.
• Hardware, software and telecommunications support.

What we offer

• Opportunity to work within a Queensland Government environment.
• Gain experience supporting a large organisation’s ICT operations.
• Collaborate with experienced IT and service delivery professionals.
• Develop technical support and IT service management skills.