Service Support Officer

• Permanent Full Time opportunity available (9 day fortnight, 36.25 hours/week)
• Tertiary qualifications or an Associate Diploma in IT, or equivalent demonstrated experience in relevant disciplines
• LGO 3 ($71,806 - $77,514 per annum + superannuation) based on skills, qualifications and experience
  
  

Why Choose Us

Townsville City Council is the largest local government authority in Northern Australia. We are committed to creating value by growing Townsville through driving economic diversity and generating an enriching lifestyle.

Our organisation provides and maintains close to $9 billion worth of community assets including water and wastewater network and treatment plants, bridges, drainage, roads, waste management, community facilities, sporting venues and more.

We contribute to an active lifestyle for our residents and visitors through events, providing recreational facilities, protecting the natural environment and heritage, while creating a mentally and physically healthy city.

We are driving economic diversity and cultivating an enriching lifestyle, growing a city for this and future generations by building a vibrant, sustainable and innovative city.

Council's vision is for Townsville to be a connected, lifestyle driven and innovation focused city while continuing to deliver service excellence and to be led by our community to create an exciting today and future.

Our Vision: A globally connected community driven by lifestyle and nature.

Our Purpose: Grow Townsville

Our Values: Safety, Excellence, Respect, Value, Enjoyment

About The Role

This position acts as the first point of contact for a wide range of technical issues and service requests. By adhering to ITIL processes, they manage incidents, problems, and requests end-to-end, applying advanced troubleshooting techniques and escalating appropriately to ensure timely resolution. Their commitment to customer service fosters strong relationships and promotes a customer-centric culture throughout the organisation. They uphold security protocols to protect Council's data and assets, while ensuring accurate categorisation and documentation of all support interactions, identifying trends and opportunities for continuous improvement. The Officer supports service delivery in alignment with the Service Catalogue, service targets, and SLAs, and contributes to the upkeep of Council's IT asset register. With a proactive approach to industry research and legislative awareness, they stay abreast of emerging technologies and best practices. Additionally, they help build and maintain a comprehensive internal knowledgebase, encouraging self-service and empowering users with accessible IT resources.

About You

The ideal candidate will have:

• Tertiary qualifications or an Associate Diploma in IT, or equivalent demonstrated experience in relevant disciplines.
• Formal qualifications and/or demonstrated experience in the discipline of Service Management e.g. ITIL.
• At least 3 years' experience in a similar or related IT Service Desk role, with excellent knowledge of IT theory, practice and industry standards particularly relating to an IT Service Desk function.
• Expert knowledge and or experience in: ITIL/principles, ServiceNow, Microsoft Windows and management tools; Windows Domain environments employing Microsoft Exchange and Active Directory Services; remote desktop tools; PC hardware and peripherals; software deployment technologies and products such as Microsoft SCCM; local and wide area networking technologies; VMWare infrastructure systems and management tools; Android and Apple mobile technology; and security related technologies.
• Strong conceptual, analytical and problem-solving skills.
• Strong interpersonal, consultation, negotiation, relationship building and client servicing skills.
• Strong communication skills with demonstrated experience effectively communicating with diverse stakeholders to achieve quality customer outcomes and to educate / capacity build.
• Ability to apply creative problem-solving techniques in a highly complex environment using leading-edge technologies and integrating diverse user systems.
  
  

How To Apply

Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume and attached copies of any licences and qualifications as per the key requirements of the role.

For Further Information Review The Position Description.

Closing Date: 11.45pm, Tuesday 2 September 2025.

What We Offer

• 17.5% annual leave loading
• Up to 5 weeks annual leave
• Up to 3 weeks Personal/Carers Leave
• 14 weeks paid Parental Leave
• Domestic and Family Violence Leave
• Natural Disaster Leave
• Up to *13.5% Superannuation employer contribution for contributing members
• Salary Sacrifice opportunities
• Learning and Development opportunities
• Fitness Passport program offering discounted membership to selected gym, pool, and yoga facilities
• Employee Loyalty Program offering discounts at selected local businesses
• Employee Assistance Program
• The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.
  
  

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a 'zero tolerance' policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact or phone for a confidential discussion.

Attachments

• Service Support

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