Service Desk Officer

4 months ago

Brisbane, Australia Parliamentary Service Full time

Are you passionate about providing excellent customer service and technical support? Do you want to work in a dynamic and fast-paced environment that supports the work of the Queensland Parliament? If so, we have an exciting opportunity for you

About us
The Parliamentary Service is established to provide a range of procedural, administrative and support services to Members of Parliament and Parliamentary Service employees. The IT Service Area is located within the Information Services Division and consists of three teams: Portfolio, Policy and Architecture Team, Program and Solutions Development and Delivery Team and IT Operations Team. You will be part of the IT Operations Team, which provides IT support to the Parliamentary Service, including Members of Parliament and their Electorate Offices located throughout Queensland.

About you

**You are a self-motivated and organised professional with**:

- Proven experience in providing basic (L1) to intermediate (L2) technical support and issue resolution to customers, ensuring a strong focus on timely resolution and responsiveness and a positive customer experience
- Excellent communication skills, both oral and written, with a range of stakeholders, using appropriate language and style
- A high level of attention to detail and awareness of confidentiality requirements
- The ability to work effectively in a team environment, as well as independently, under pressure and to tight, non-negotiable deadlines
- The ability to contribute to the development, implementation and improvement of operational processes, policies and standards
- The ability to oversee tasks allocated to and engage constructively with vendors, suppliers and other agencies as required

About the role
As an IT Service Desk Officer, you will be the first point of contact for customers for ICT issue resolution. Your main responsibilities will include:

- Providing support and assistance to customers when they contact the Service Desk for resolution of ICT issues, including delivering basic (L1) to intermediate (L2) technical support as appropriate
- Ensuring triaging and escalation of issues for higher level technical support, identification and pre-empting emerging issues, and providing appropriate follow up to customers to minimise the impact on critical operations and enhance customer experience
- Completing all required administrative processes and system documentation to ensure that information is accurate and up-to-date and procedures are followed
- Recording and updating all issues in ServiceNow in a timely manner from registration of issue/fault, through to resolution

This is a full-time permanent position based in Brisbane CBD. The salary range for this role is $83,567 - $91,633 per annum plus superannuation.

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