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Level 1 Helpdesk

QLD, Other
Posted on 23.02.2018

Our client is committed to ensuring Queenslanders have the education and skills they need to contribute to the economic and social development of Queensland. The ICT service centre provides first point of contact and initial support for technical requests in the use of a wide range of software, hardware, in house systems products and services utilised throughout the department.

Your primary duties will entail:

  • Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
  • Respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.
  • Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
  • Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
  • Liaise with customers and branch team members to provide status updates and feedback.
  • Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update as required.
  • Contribute to the development and implementation of Service Centre projects.
  • Organise individual workload to ensure quality, responsive and appropriate client services.
  • Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met.
  • Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.

To succeed you will possess the following:
  • Proven experience in service desk environments
  • Current Windows (Client and Server) Operating Systems ( Windows 7/Server 2008 and newer)
  • Microsoft client software support (Office Suite)
  • Microsoft Windows Domain Support (Active Directory User & Computer management )


  • Supporting users with BYO devices
  • Servicenow as an ITSM Tool ( following ITIL methodology)
  • Providing support for Apple MacOS and IOS
  • Onsite Hardware Software Support
  • Experience providing support within the education industry

To submit your application. Please follow the appropriate link below quoting 4A/19547. Your interest will be treated in the strictest confidence.

How to Apply?

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