As a Technical Support Officer, you contribute to the ICT Operations team by providing first contact technical support and advice to users across multiple locations, platforms, and technologies.
In addition, you will make decisions around the timely and correct escalation of incidents and requests to ensure that Service Level Agreements are met. You will make mature decisions around the reactive response to client demands and the triage of requests and incidents being logged by multiple support channels.
As a Technical Support Officer, the requirements of your role are to:
Provide high-quality service desk and desktop support for information technology and telecommunications by managing the provision of a high-quality, courteous and efficient first line support to customers with regard to information technology hardware and software problems; and telecommunications enquiries and requests.
Ensure that all incidents reported to the Service Desk are recorded, categorised and prioritised and referred to support staff where appropriate by scheduling and actively monitoring incidents to ensure service level response and restoration times are within service level agreements.
Proactively analyse trends in calls, identify appropriate areas of responsibility and monitor resolutions.
Provide the first level of escalation and undertake appropriate escalation procedures.
Ensure that ICT support reference materials are created, utilised, maintained and deployed consistently to maximise re- use, minimise user down-time and optimise organisation return on investment.
Assist with the preparation of statistical information on the utilisation of ICT Services and the identification of problems or issues related to the provision of information services across the department.
Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, occupational health and safety and ethical behaviour.
Applications to remain current for 12 months.
Job Ad Reference: QLD/675464/26
Closing Date: Tuesday, 27 January 2026
Occupational group IT & Telecommunications