Service Desk Officer - Rockhampton

  • Job Reference: 00014111-1
  • Date Posted: 19 September 2023
  • Recruiter: Paxus
  • Website:
  • Location: Rockhampton
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Contract, Temporary

Job Description

Position: Service Desk Officer

Location: Rockhampton, QLD

Contract Length: Initial 6-months


As a Service Desk Officer at this reputable QLD Government department, you'll play a pivotal role in providing top-notch support and delivering high-quality digital services. You'll be the first point of contact for their end-users, ensuring their digital experience is seamless and efficient. If you're passionate about technology and thrive in a fast-paced environment, this role is perfect for you.

Key Responsibilities:

  • Fast and Efficient Support: Receive, log, resolve, and escalate service requests and incidents, ensuring issues are addressed promptly.

  • Resolution Expert: Analyse and resolve requests, aiming for resolution at the first point of contact. Escalate when necessary, making sure requests are directed to the appropriate teams.

  • Call Management: Manage call queues, acting as a Subject Matter Expert for incident and service request resolution. Provide timely updates and critical stakeholder communications.

  • Customer-Centric: Respond to customer requests within agreed service level timeframes, keeping customers informed and ensuring a high-quality support service.

  • Tech Evangelist: Educate customers on digital technologies and promote Digital Self-Serve to enhance operational efficiency.

  • Software Installation: Install software to digital standards, ensuring proper configuration and functionality.

  • Process Improvement: Contribute to the development, creation, and maintenance of Service Desk and Desktop Support improvements, procedures, documentation, and knowledge base articles.

  • Coaching and Mentoring: Help team members adapt to new processes, training, and knowledge sharing.

  • Innovation: Contribute to innovation and continuous improvement in the Service Desk function and Digital Platforms, focusing on high-quality end-user services.

  • Collaboration: Collaborate effectively while managing information and confidentiality requirements.

  • Safety and Compliance: Demonstrate a personal commitment to health, safety, and environmental standards and comply with all relevant legislation, policies, procedures, and practices.

About You:

  • Microsoft or CompTIA Certification or demonstrated experience in Information Technology or related disciplines.
  • Experience in working in an IT Support Function and providing subject matter expertise.
  • Knowledge of Service Desk systems and IT Tools.
  • Effective communication, teamwork, stakeholder management, and customer service skills.

Desirable Criteria:

  • Experience in resolving problems with PC systems, peripherals, desktop operating systems, and common desktop application products.
  • Understanding of IT service principles and service levels.
  • Ability to adapt to emerging technologies in a fast-paced environment.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Jeffrey Bullen on 07 3339 5624 or email and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.