Queensland Parliamentary Services is seeking a Service Desk Officer to deliver responsive L1–L2 ICT support, ensure excellent customer experiences, and support secure parliamentary operations. Do you have a passion for technology and delivering outstanding customer support? Are you looking for a role where your technical skills make a real difference in a fast‐paced, high‐profile environment?
Key Objectives
* Deliver responsive Level 1–2 ICT support with a strong focus on customer experience.
* Aid in the triage, resolution and escalation of ICT issues to minimise operational impact.
* Maintain accurate records and contribute to continuous service improvement.
Your Role
* Act as the first point of contact for ICT issues, providing L1–L2 technical support.
* Manage and eskate incidents, monitoring progress and providing clear follow‐up.
* Record and manage incidents and requests in ServiceNow from intake to resolution.
* Educate and support users at point of need to uplift digital capability.
* Work collaboratively across IT Services to deliver seamless and secure outcomes.
* Complete administrative and finance processes to support reporting and compliance.
* Engage with vendors and suppliers to resolve escalated issues efficiently.
* Contribute to improving operational processes, documentation and knowledge bases.
What We're Looking For
* Experience supporting enterprise ICT environments, including Azure and O365.
* Familiarity with tools such as Entra ID, Active Directory, ServiceNow and security platforms.
* Strong customer service skills with the ability to communicate technical issues clearly.
* Proven ability to prioritise tasks, analyse problems and deliver timely solutions.
* Relevant ICT qualifications highly desirable; ITIL, MCP or ServiceNow certifications valued.
What We Offer
At Queensland Parliament, you'll see democracy in action. You'll work with dedicated professionals, contribute to services that matter, and build a career supported by leadership, mentoring and wellbeing initiatives.
Occupational group: IT & Telecommunications
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