We are partnering with a well known Queensland Local Council to recruit a Service Support Officer to join their IT Service Desk team.

This is a Townsville based role with relocation to be onsite required.

This role will suit an IT professional with a strong background in service desk support, troubleshooting and customer service, who enjoys working in a fast-paced environment and supporting a diverse range of users. You will be responsible for providing Level 1 and some Level 2 IT support across Council, managing incidents and service requests from end to end, troubleshooting technical issues and ensuring a positive experience for internal customers. You'll also have the opportunity to contribute to service improvements, knowledge sharing and the ongoing development of IT support processes.

Responsibilities

- Provide Level 1 and Level 2 IT support, managing incidents, problems and service requests through to resolution in line with ITIL processes.
- Troubleshoot and resolve technical issues across hardware, software, operating systems and network environments.
- Manage and administer system access and security processes to protect Council's data and IT assets.
- Accurately log, categorise and prioritise incidents and service requests, ensuring service targets and SLAs are met.
- Identify recurring issues, trends and opportunities to improve service delivery and the customer experience.
- Maintain IT asset registers, including hardware, software and peripheral equipment.
- Develop and maintain knowledgebase articles, supporting self-service capabilities and knowledge sharing across the organisation.




- Work collaboratively with internal teams and external stakeholders, providing technical guidance and escalating complex issues where required.

About You

- At least 3 years' experience in an IT Service Desk or similar technical support role.
- A qualification in IT, such as a tertiary qualification or Associate Diploma, or equivalent practical experience.
- Knowledge of ITIL principles and service management practices, with formal ITIL qualifications or demonstrated experience.
- Experience with ServiceNow or a similar IT service management platform.
- Strong technical knowledge across Microsoft Windows, Active Directory, Exchange and remote desktop tools.
- Experience supporting PC hardware, peripherals, software deployment technologies and Microsoft Configuration Manager.
- Exposure to local and wide area networking, VMware infrastructure, Android and Apple mobile devices, and security technologies.
- Strong troubleshooting, analytical and problem-solving skills.
- Excellent communication and stakeholder management skills, with the ability to support and educate users with varying levels of technical knowledge.

What's on Offer

- The opportunity to join a large local government organisation supporting essential community services.
- Exposure to a broad range of business-critical technologies and IT environments.
- A collaborative team setting with opportunities to contribute to service improvements.
- The opportunity to further develop your technical and service management capabilities.
- 5 weeks annual leave + 17.5% leave loading

Applicants must be an Australian Citizen or Permanent Resident to be considered for this role.

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📌 Service Support Officer (Townsville)
🏢 Sharp & Carter
📍 Townsville