Overview
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. You will be the first point of contact for ICT support, playing a critical role in ensuring reliable, secure and fit-for-purpose technology services that support parliamentary operations.
Responsibilities
* 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.
* Act as the first point of contact for ICT issues, providing L1–L2 technical support.
* Manage and escalate 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.
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