Job Description

Rate: $90.19 per hour inc super / $721.54 per day inc super (based on 8 hours)

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Location: Brisbane, CBD

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Contract: 6 months

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Classification: AO4

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Rate: $90.19 per hour inc super / $721.54 per day inc super (based on 8 hours)

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The opportunity:

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As a Senior IT Service Centre Agent, you'll play a key role in delivering high-quality technical support to employees across the Department. You'll act as a first point of contact for a broad range of technology requests while also providing enhanced support for more complex issues.

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Beyond resolving incidents, you'll help strengthen the capability of the Service Centre by coaching and mentoring team members, improving knowledge resources and contributing to service improvement initiatives.

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Key Responsibilities:

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- Provide responsive remote and onsite technical support across a broad range of hardware, software, systems and IT services.
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- Investigate and resolve incidents, service requests and technical questions, escalating unresolved matters to the appropriate support teams.
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- Coach, mentor and support the development of IT Service Centre staff.
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- Analyse recurring issues and educate users to help reduce repeat incidents.
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- Support Service Centre resourcing, workflow and knowledge management activities.
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- Create and improve technical documentation, procedures and knowledge-base content.
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- Coordinate workloads to maintain responsive and high-quality customer service.
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- Participate in Service Centre projects and continuous improvement initiatives.
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- Undertake research and analysis and contribute recommendations to business and management reporting.
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- Work collaboratively with ITS teams, departmental stakeholders and other government entities.
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You'll ideally Bring:

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- Experience working in an IT service desk, service centre, desktop support or similar technical support environment.
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- Solid troubleshooting and problem-solving capabilities.
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- A customer-focused approach and the ability to communicate technical information clearly.
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- The confidence to coach, mentor and support colleagues.
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- Strong organisational skills and the ability to manage competing priorities.
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- An interest in improving processes, documentation and the overall customer experience.
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📌 Helpdesk / Level 2 support (Queensland)
🏢 Talent
📍 Queensland