Service Desk Officer

1 week ago

Brisbane, Queensland, Australia Queensland Government Full time

Are you passionate about providing outstanding technical support? Do you excel in a fast-paced, customer-focused environment? We have an exciting opportunity for you Step into a pivotal role as a Service Desk Officer where you'll be the essential first point of contact for Members of Parliament and Queensland Parliamentary Service employees seeking ICT issue resolution.
**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.
**About the role**:
**Customer-Centric**: You'll be at the heart of our IT operations, ensuring our customers have a positive experience.
**Team Collaboration**: Work closely with a supportive and innovative team to deliver exceptional IT services.
**Continuous Improvement**: Contribute to the development and enhancement of IT processes and standards.
**Make a Difference**: Contribute to the smooth functioning of the Queensland Parliament and supporting the democratic process.
**In this role you will**:
Deliver exceptional customer support for ICT issues, ensuring timely and effective resolution.
Be the first point of contact for customers, providing top-notch basic Level 1 (L1) to intermediate Level 2 (L2) technical support, triaging issues, and ensuring timely follow-up.
Triage and escalate issues and identify emerging problems.
Maintain accurate system documentation and records in ServiceNow.
Provide on-the-spot training to customers, enhancing their capabilities and experience.
Support the IT Services unit with finance and administrative activities.
Engage constructively with vendors and suppliers to ensure smooth operations.
**Your qualifications and skills**:
A degree and/or relevant ICT qualifications are highly desirable. Industry certifications such as ITIL, Microsoft Certified Professional (MCP), and ServiceNow are highly regarded.
Proven skills in providing L1 and L2 technical support, troubleshooting hardware, software, and network issues.
Excellent written and interpersonal communication skills, ability to manage time and priorities effectively, and a continuous improvement mindset.
NOTE - In this position you will be placed in an On-Call rotational basis for Sitting Weeks (up to 15 weeks per year) to provide after-hours IT support if required. An On Call Allowance and applicable overtime is paid accordingly.
**How to apply**:
Please submit a cover letter, resume and a suitability statement (no more than 2 pages) addressing the experience, skills, knowledge and abilities outlined in the Selection Critria section of the Position Description. Applications should be submitted via the SmartJobs website.
Applicants are encouraged to view the Position Description and Applicant Information package attached in SmartJobs.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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