IT Service Desk Officer

About RSPCA Queensland

For nearly 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals - whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 96% of our life-changing services.

Our Mission: Together We Change Lives, And That Includes Yours.

About the Role

We're looking for an IT Service Desk Officer to provide frontline technical support across our state-wide operations. In this role, you'll deliver exceptional customer service and effective solutions to ensure our teams can work efficiently and confidently with their technology.

You'll handle Level 1 and Level 2 support requests across software, hardware, mobile devices, and Microsoft 365 applications. Working as part of a small, agile team, you'll also have the opportunity to grow your skills in Microsoft 365 platform administration - including SharePoint, Teams, and Azure Active Directory.

This role provides both onsite and remote support across multiple locations, so strong communication, customer focus, and problem-solving skills are key.

What We're Looking For

You're an approachable and proactive IT professional who takes pride in helping people solve problems. You enjoy variety in your day, can communicate clearly with non-technical users, and love finding solutions that make a real difference.

You'll bring a mix of technical knowledge, initiative, and genuine care - the kind of person who keeps calm under pressure and takes ownership to see things through. Experience with Microsoft 365 administration, troubleshooting, and ITIL-based service delivery will set you up for success.

What You'll Do

In this role, you will:

• Provide friendly and efficient Level 1 and Level 2 support for software, hardware, mobile devices, and Microsoft 365 services.
• Log, triage, and resolve requests through the IT Service Management (ITSM) tool, escalating when necessary.
• Deploy, configure, and secure end-user devices and applications.
• Support user administration in Microsoft 365, Teams, SharePoint, and Azure Active Directory.
• Maintain clear communication with users to manage expectations and deliver timely resolutions.
• Contribute to documentation and knowledge base resources to strengthen first-contact resolution.
• Collaborate closely with IT colleagues to enhance systems, processes, and service delivery.

What You'll Bring to the Role

• Demonstrated experience providing IT Service Desk or technical support in a busy environment.
• Solid understanding of Microsoft 365, Active Directory, and general networking fundamentals.
• Strong problem-solving and troubleshooting abilities with great attention to detail.
• Excellent interpersonal and communication skills - you make tech approachable.
• Strong organisation and prioritisation skills, with the ability to manage multiple requests at once.
• A current driver's licence and access to a vehicle for site visits.
• A genuine interest in animal welfare and alignment with RSPCA's mission and values.

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, free pet vaccines, and 50% off Royal Canin pet food, we've got you covered You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Qld, we encourage you to grow your skills, expand your responsibilities, and explore different career pathways. By enhancing your qualifications and capabilities, you can take advantage of internal opportunities across our many departments - from animal care to operations, outreach, and more.

Interested?

Apply now, shortlisting may commence before the closing date, so apply today to be part of our mission

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.