IT Service Desk Officer

Why work with us?

At Council, we’re proud of our region. We collaborate with community to achieve truly sustainable outcomes, enhance our enviable lifestyle, and create award-winning places and spaces that are uniquely Sunshine Coast. So, if you love it here as much as we do, and you want to shape our region for the future – you’ll want to join our team!

With the vision to be Australia’s most sustainable region - Healthy, Smart, and Creative, council is at the forefront of delivering a number of region-shaping projects that will see the region become a hub for innovation, entrepreneurship and creativity, along with opportunities and a lifestyle for all to enjoy.

About the Role

Our Digital Information Services branch delivers agile and transformative information and technology, enabling council to be a leader in providing innovative and sustainable services to its communities.

The IT Service Desk Officer role is to provide support and advice in relation to Information Communication Technology Services (ICTS), including first and second level service request resolution (for identified service request types) combined with also providing front line customer support for requests received via the Service Desk.

Primarily, you will:

• Provide front-line customer service, support, and advice about DIS and technology environments including first and some second level service request resolution for identified service types.
• Assist with provisioning of user access, permissions, and other services as requested by DIS Management.
• Manage onboarding and offboarding access in a timely and accurate manner and proactively liaise with others to resolve any issues that arise.
• Support and maintain the Service Desk telephone support line and outlook inbox ensuring that all requests are attended to within the agreed service levels.
• Manage and maintain the Service Desk application ensuring data is up to date and accurate, and the system is configured appropriately.

About you

As an IT Service Desk Officer, you will have relevant experience in the ICT industry, preferably IT Service Desk.

Essential to your success in this role, you will possess strong customer focus, time management and communication skills. Additionally, you will have demonstrated ability to trouble shoot problems or know when to escalate.

As a requirement of this role, you will possess a Certificate IV in Information Technology or equivalent.

Our Culture & Employee Benefits

Council is committed to creating an inclusive, culturally diverse, healthy, skilled and dedicated workplace culture. As an employee you will enjoy a range of benefits and working styles to suit you:

• Wellbeing: Your wellbeing is important to us therefore we offer a number of different initiatives such as discounted health related memberships, fitness passport, employee assistance program and development opportunities. 
• Flexibility: We know it is important to balance life and work, therefore we offer flexible working including a hybrid WFH model that help you be your best.
• Extras: Those extras make a difference therefore we offer salary packaging options on novated leases, superannuation, smartphones and devices. We also pay you 17.5% leave loading and generous Superannuation where council will contribute 12% Superannuation in addition to your 6% superannuation contribution.

How to apply

Your written application should include:

• A 1-2 page cover letter demonstrating your ability to fulfil the mandatory and desirable requirements on the Position Profile. Keep the key responsibilities in mind when addressing this criteria; and
• A current resume or curriculum vitae.

Once you have these two documents ready, click ‘Apply Now’ and follow the prompts to complete your application.

Further Information

Helpful information to assist you in completing your application is available on the Sunshine Coast Council website.

To learn more about Council’s vision and projects, you can view the Corporate Plan 2024-2028.

For specific enquiries contact Amanda Fitter during business hours on 0429 119 489.

We're working hard to create an inclusive workplace that reflects the diverse community we serve. If you require adjustments at any stage of the recruitment process, please reach out to the Recruitment Team [email protected].

At Sunshine Coast Council, we embrace differences in gender, age, ethnicity, race, cultural background including First Nations, disability, religion and sexual orientation. To deliver the best service to our region we want a workforce that reflects the diverse community that we serve. Sunshine Coast Council strongly encourages all suitable applicants to apply for this role.