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Service Desk Coordinator

Parliamentary Service - Brisbane City, QLD

Source: uWorkin


Full Job Description
IT Services is responsible for systems acquisition and development, data management, infrastructure management, operations, support and logistic administration in the delivery of IT services to its clients. The clients include Members of Parliament, their Electorate Offices (situated within their Electorate) and all Parliamentary Service business areas situated within the Parliamentary Precinct in Brisbane. Although technology comprises an essential component of the IT Services' responsibility, the efficient and effective delivery of quality client service is a primary objective.
Job Type: Permanent
Position Type: Flexible-full-time
Location: Brisbane Inner City
Contact Name: Peter Morris

Contact Number:
Closing Date: 23-APR-21

The primary objectives of the position are:
To support computer and telecommunications systems in the parliamentary precinct and electorate offices to ensure optimal performance, reliability and security to all users.
To support the Service Desk and act as the primary point of contact for Service Desk activities.
Provide technical support for IT applications by investigating, resolving, configuring and documenting problems.
Provide excellent customer service via the Service Desk or face-to-face.

Duties and responsibilities of the position include:
Be customer focussed and ensure customers contacting the service desk are dealt with professionally and efficiently.
Develop support documentation to ensure the continuity of support for Queensland Parliamentary Service infrastructure and system software.
Assist with the identification of Service Desk related problems with a view to prevent/pre-empt potential problems.
Support the activities for the IT Service Desk staff including rostering, supervising and task assignment.
To offer advice to customers where standards/procedures have been identified and are in place and to report trends and emerging issues to relevant business areas.
Provide regular feedback to customers with outstanding calls using the most appropriate communication channel.
Ensure all calls logged to the service desk are prioritised and escalated appropriately.
Update job knowledge by participating in training and educational opportunities.This work is licensed under a Creative Commons Attribution 3.0 Australia License.