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Servicedesk Support Officer , Queensland Building And Construction Commission

Queensland Government - Brisbane City, QLD

Source: uWorkin


*Applications limited to current Queensland Government Employees only* The purpose of this position is for providing front-line IS support services for QBCC staff. The Information Services (IS) ServiceDesk Support Officer is responsible for logging, prioritising, categorising, documenting, tracking, monitoring, resolving and escalating IS issues and incidents. This role is responsible for ensuring that we provide professional customer service and a high level of user satisfaction relating to the handling of IS support queries.

Job details Position status Permanent
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO3
Workplace Location Brisbane Inner City
Job ad reference QLD/367339
Closing date 28-Mar-2021
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration 2 x Permanent Positions
Contact person Troy Hampel
Contact details 3255 4308
Access the

Applications limited to current Queensland Government Employees only

Key outcomes/Accountabilities

The aim of this role is to:

  • Provide customers with IS Service Desk Services including:
  • Accept all inbound calls to the IS Service Desk and log all related problems and issues. Liaise with customers with patience and confidence, clarifying details to enable accurate problem definition by relevant IS team members or external service providers;
  • Carry out preliminary fault diagnosis. Accurately troubleshoot and consistently advise customers to ensure a resolution for basic issues and/or rule out other predictable causes;
  • Assess and determine the priority of issues notified by customers. Advise customers of the priority allocated to their problem and the likely timing of its resolution. Consult with IS team members where uncertainty exists;
  • Refer customers' problems for resolution(as appropriate) by either QBCC IS team members or by making arrangements with established external service provider;
  • As the principal customer relations officer in QBCC's IS team, inform and liaise with customers to ensure that they are consulted about and informed of upcoming events associated with QBCC IS systems such as planned or unplanned system down- time, upgrades or other changes;
  • Actively monitor and coordinate the progress of all jobs in the queue to ensure that customer needs and expectations are met within agreed timeframes.
  • Recommend, enhance and document procedures and standards that will improve service delivery to customers.
  • Recommend improvements and initiatives to improve the use of information technology within the Queensland Building Construction Commission.
  • Provide exceptional customer service to all staff of the Queensland Building Construction Commission and external customers.
Candidate attributes

The ideal candidate will be able to: * Demonstrated experience and understanding in the provision of Service Desk services (detailed above), with specific skills and knowledge in the operation of Microsoft Windows in a dispersed network environment. Candidates should have experience and/or certification working in an ITIL environment and be studying towards Microsoft certification and be able to contribute to the development of plans, strategies and team goals.
  • Highly developed interpersonal communication skills applicable to providing support in a customer focussed information technology environment including the ability to accurately advise, consult and negotiate with staff and clients at all levels and service providers on behalf of customers.
  • Demonstrated analytical and problem solving abilities for identifying, defining and solving operational problems in their current role through to completion.
  • Demonstrated commitment to achieving organisational excellence through working in partnership with team members and other teams.
To apply for this position please submit your CV and a 2page (maximum) Cover Letter outlining your suitability for the role by addressing the Selection Criteria

Further information

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

*Applications limited to current Queensland Government Employees only*


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

Role Description

Information Package for Applicants

Queensland Government