Service Management Officer - Local Government

Paxus is seeking an experienced Service Management Officer to join the Information Technology team of a large local government organisation.

This is a hands-on, customer-facing support role responsible for delivering timely first-level IT infrastructure support, resolving incidents and service requests, and helping employees get the most from their workplace technology.

The position is based onsite in Cleveland and would suit an experienced Service Desk, Desktop Support or ICT Support Officer who enjoys solving technical issues and providing a high standard of customer service.

The prospect

- Contract: 3 August 2026 to 30 October 2026
- Location: Cleveland Library Building
- Hours: 36.25 hours per week
- Rate: $48.72 per hour + super
- Work arrangement: Onsite
- Dress code: Business casual

Key responsibilities

- Provide responsive first-level support for IT desktop, telecommunications and broader infrastructure issues.
- Log, assess, prioritise and resolve incidents and service requests using ITIL-aligned processes.
- Install, configure and support workplace technology and IT infrastructure.
- Provide practical user support and training to employees.
- Assist with technology implementations, migrations, upgrades and service enhancements.
- Prepare and maintain technical documentation, procedures, support instructions and administrative records.
- Work collaboratively with other members of the IT Service Management team.
- Identify opportunities to improve systems, processes and the overall customer experience.

The official position description places the greatest emphasis on first-level incident and service-request support, followed by installing, configuring and supporting technology and training staff.

About you

- Previous experience in an IT Service Desk, Helpdesk,



Desktop Support or ICT Support position.
- Demonstrated experience supporting IT infrastructure in a medium to large organisation.
- Experience managing incidents and service requests in an ITIL-based environment.
- Strong Microsoft Office and operating system support experience.
- Excellent customer service, communication and interpersonal skills.
- The ability to explain technical information clearly to non-technical users.
- Strong organisational skills and the ability to manage competing priorities and deadlines.
- Experience preparing technical instructions, procedures or system documentation.
- A collaborative, reliable and solutions-focused approach.

Mandatory requirements

- A current C class driver's licence.
- Ability to work onsite in Cleveland.
- Availability for the full contract period.
- Willingness to complete a criminal history check before commencing.

A qualification in Information Technology or a related discipline is desirable but not essential.

Shortlisted candidates will be invited to interview.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability. The recruitment and selection process varies, and some roles may include completion of pre-employment assessments, in-person or online interviews, psychometric testing, written checks, scenario-based tasks, presentations, and pre-employment checks such as medical (including drug and alcohol), criminal history, or financial. If you require an adjustment to any part of the recruitment process, including the application form or assessments completed in an alternate format. As part of our ongoing commitment to accessibility, we are also in the process of updating our website to reach full conformance with WCAG 2.2 AA. If you experience any difficulties.

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📌 Service Management Officer - Local Government (Queensland)
🏢 Paxus
📍 Queensland