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.

Job details

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?

Queensland Parliamentary Services is seeking a proactive and customer‑focused Service Desk Officer to join our IT Technology Operations team. As the first point of contact for ICT support, you'll play a critical role in ensuring reliable, secure and fit‑for‑purpose technology services that support parliamentary operations.

This is a rewarding opportunity to work collaboratively with skilled professionals while supporting a diverse range of stakeholders in a unique and sensitive operating 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 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.

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.

Find out more: Careers | Queensland Parliament

How to Apply

Applicants should submit a resume and a suitability statement via the SmartJobs website.

Your suitability statement (maximum two pages) should address the experience, skills, knowledge and abilities outlined in the Role Description

Applicants are encouraged to review the full Role Description available on SmartJobs.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Application Information Package_Precinct Roles (PDF, 413KB)
  Information Package for Applicants
  
  Service Desk Officer- Role Description (PDF, 794KB)
  Role Description