Mobilise IT is a leader in delivering consumer-easy, enterprise-secure Digital Workspace solutions backed by managed services, mobility expertise, and innovative technology solutions.
We help organisations empower their employees to work anywhere, anytime, on any device through modern workplace, mobility, telecommunications, and managed service solutions.
Our customers rely on us to provide seamless digital workplace experiences supported by industry-leading service delivery, mobility management, endpoint technologies, and customer-focused support teams.
We have successfully delivered hundreds of Digital Workspace and Unified Endpoint Management (UEM) projects across a broad range of industries throughout Australia.
About the role
This is a highly visible, customer-facing role where you will act as Mobilise IT's primary onsite representative for key customer environments within the Brisbane CBD.
As the first point of contact for many end users, you will play a critical role in delivering an exceptional customer experience while supporting a wide range of mobility, telecommunications, hardware, software, and digital workspace services.
Working closely with our Service Delivery team and Customer Success Managers, you will you will be the first point of contact a customer has in relation to services delivered via our Service Desk division.
The role requires you to establish strong relationships with our customers, helping resolve their support needs per our companies' contractual obligations.
This role is ideal for someone who enjoys helping people, solving problems, building strong customer relationships, and developing a long-term career within the ICT and Digital Workspace industry.
You will be mentored and supported to further develop your technical knowledge while contributing to our mobility and UEM service offerings.
Location
Based primarily within Brisbane CBD, this hybrid position combines regular onsite customer engagement with flexible remote working arrangements.
Occasional travel may be required to support customers and broader business operations.
Key responsibilities




Be Mobilise IT's key onsite contact for Brisbane CBD customers.
Provide exceptional customer service and ensure high levels of customer satisfaction.
Manage incidents, service requests, and support enquiries through to resolution.
Ensure customers receive timely updates throughout the lifecycle of their request.
Escalate issues appropriately and work collaboratively with internal teams to achieve positive outcomes.
Support service delivery activities in accordance with customer contractual requirements and service level agreements (SLAs).
Maintain accurate ticket notes and support documentation.
Create and update knowledge base articles and support procedures.
Assist with customer reporting and service delivery reporting.
Contribute to continuous improvement initiatives and operational excellence.
Mobility & Digital Workspace Support
Provide support for Apple iPhone, iPad, Android, and other endpoint devices.
Assist with device provisioning, staging, enrolment, and deployment activities.
Perform device diagnostics, troubleshooting, software upgrades, and testing.
Support mobile device management and digital workspace initiatives.
Assist with mobility service requests and telecommunications-related enquiries.
Provide onsite support for escalated cases and VIP users when required.
Maintain current knowledge of Mobilise IT's products, services, and technologies.
Asset & Inventory Management
Manage customer device inventory and rolling stock.
Register and label devices for asset tracking purposes.
Maintain accurate records within customer and internal systems.
Coordinate device repairs, replacements, warranty claims, and loan devices.
Manage SIM card inventory and allocation.




Support customer deployment and rollout activities.
About you
We're looking for someone with a genuine passion for customer service, technology, and continuous learning.
You don't need to be an expert in every technology we support.
More importantly, we're looking for someone with the right attitude, strong communication skills, and a desire to grow within a supportive and collaborative team environment.
Demonstrable knowledge and experience in supporting customers at a Level 1 efficiency (Essential)
Excellent communication skills with a demonstrated ability to provide pro-active communications with clear, concise messaging (Essential)
Good organisational skills with demonstrated ability to prioritise tasks, meet deadlines and maintain a high level of attention to detail (Essential)
Demonstrated ability to problem solve and exercise judgement (Essential)
Experience in developing and preparing procedures and other support documentation for clients or work teams (Essential)
Manage incidents/issues to defined Service Level and Operational Level Agreements and in accordance to standard case management practices (Essential)
A solid customer service and work ethic (Essential)
Ability to plan and meet deadlines (Essential)
Experience in the use and or operation of Google, Apple and Microsoft Smartphone and Tablet Hardware (Highly Desirable)
Experience using ServiceNow or other IT Service Management systems (Desirable)
Asset management and device lifecycle experience.
Australian Citizens and Permanent Residents are encouraged to apply.
Applicants holding a valid visa should include details of their current visa status in their application.
At Mobilise IT, we're passionate about delivering exceptional customer experiences and helping organisations thrive through technology.
If you're looking for a role where you can make a genuine impact, develop your skills, and build a rewarding career in the Digital Workspace and Managed Services industry, we'd love to hear from you.
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📌 Onsite Service Desk Support Officer (Queensland)
🏢 Mobilise IT
📍 Queensland