Service Desk and Field Officer

Your Role as Service Desk and Field Officer

The Service Desk & Field Officer is the primary point of contact for Wesley Mission Queensland staff requiring assistance with technology services. The role is responsible for providing Level 1 technical support for technology solutions.

Key responsibilities of this role include:

• Providing support and accurate Incident Resolution and Service Request management across the organisation either via email, phone or in person.
• Logging all service desk interactions and document Incident and Service Request resolutions within the BSG Ticket Management System.
• Coordinating the acquisition of hardware from external service providers and performing installation.
• Maintaining accurate inventory of all hardware and software resources.
• Creating new knowledge documents, based on new technologies, ticket resolutions, and processes.
• Resolve incidents during business hours based on priority and critical incidents after hours, participating in a rotating on-call roster.

What We’re Looking For

• Previous Service Desk experience within a diverse environment with internal and external stakeholders.
• Strong understanding of Service Management Frameworks; i.e., ITIL.
• Excellent analytical and problem-solving skills.
• Ability to think logically in response to queries raised.

A Valuable Addition, Yet Not a Must-Have!

• Relevant Tertiary or Industry Certified qualification.
• Latest version of ITIL Foundation qualification.

Essential Requirements

• Proof of COVID-19 vaccination status (or as required by legislation and WMQ policy)
• Relevant probity checks required by legislation and WMQ Limited policy.
• Current Driver’s Licence and willingness to travel for work.

Join a Team Where Your Work Truly Matters

Our IT Service Delivery Team is the driver behind Wesley Mission Queensland’s digital services. The team keep systems running smoothly, solve problems fast, and keeps our technology reliable to support life-changing work across the organisation.

From frontline support to service improvement, we’re collaborative, customer-focused, and driven to make technology simple, secure, and effective. If you thrive in a fast-paced environment, enjoy making a real impact, and want your skills to support a purpose-driven organisation, this is the team for you.

Ready to Join Us?

Click Apply today!