Information Technology Help Desk

IT Service Desk Officer

• Permanent full-time position
• $75,000-$95,000 plus super + 4 weeks annual leave
• Brisbane CBD-based

Are you a dedicated and customer-focused IT Service Desk professional looking for a rewarding role in Brisbane?

We are seeking an experienced individual to provide essential, high-quality, front-line IT support within a government services environment. This role is perfect for someone who thrives on problem-solving and ensuring user satisfaction.

THE ROLE

The successful candidate will serve as the primary contact for all staff IT support needs, making a direct impact on operational efficiency. You will be responsible for the end-to-end management of incidents and service requests across digital services.

• Professionally logging, prioritising, categorising, documenting, tracking, monitoring, and ultimately resolving or escalating all digital services issues and incidents.
• Delivering consistently high user satisfaction through professional service, ensuring clear and timely communication regarding the status and resolution of all support queries.
• Conducting preliminary fault diagnosis and basic troubleshooting for common issues, skillfully escalating more complex problems to specialised internal teams or external vendors when necessary.
• Actively monitoring and coordinating the progress of all jobs within the service queue to meet agreed-upon timeframes and manage customer expectations effectively.
• Informing and liaising with staff about planned or unplanned system downtime, upgrades, and changes, and actively contributing to recommendations for service delivery procedure improvements.

ABOUT YOU

• Extensive, demonstrated experience in providing full Service Desk services within a dynamic, customer-focused environment (logging, resolution, escalation).
• Specific, detailed skills and operational knowledge in supporting Microsoft Windows operating systems within a dispersed network setup.
• Experience working within an ITIL environment, including formal certification or comprehensive experience applying IT Service Management best practices.
• Highly developed interpersonal and communication skills are crucial. You must be able to accurately advise, consult, and negotiate effectively with staff, clients, and team members at all levels.
• A strong ability to analyse, identify, define, and resolve a wide range of operational and technical problems through to complete resolution.

APPLY NOW!

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultant.