Service Desk Agent

Requisition Number: 525
Salary Range: $73,166.86 - $85,216.52 per annum
Position Type: Full Time Permanent
Location: Council Chambers, 119 – 145 Spence Street, Cairns
Application Close Date: Sunday, 9 February 2025 at 11.30pm AEST

Are you passionate about delivering exceptional customer service?
Are you a tech-savvy problem-solver who enjoys helping others with their IT issues?

We have an exciting opportunity for a dedicated and motivated Service Desk Agent to join our Information & Technology Services (I&TS) Branch!

What You Will Do:
As a Service Desk Agent, you will be the first point of contact for I&TS inquiries, troubleshooting and prioritising incidents and service requests, and ensuring the best possible customer service experience. This is an exciting opportunity to be part of a forward-thinking team, providing high-quality IT&S support to Council staff to keep IT services running smoothly.

If you enjoy working in a fast-paced environment and would like to help improve the IT service experience for Council staff, we would love to hear from you!

What We’re Looking For:

• Formal qualifications in an Information Technology related discipline or demonstrated experience in support of Information Technology.
• ITIL Foundation – IT Service Management certified or working towards certification
• Demonstrated ability to efficiently and effectively manage high work volumes along with strong task prioritisation and organisational skills while responding to changing circumstances.
• Demonstrated experience using an Information Technology Service Management (ITSM) tool such as ServiceNow.
• Detailed knowledge of the ITIL framework and how it applies to IT Service Management.
• Proven strong verbal and written communication skills along with a demonstrated ability to provide patient and empathetic services while dealing with a diverse range of customers.

Some benefits we offer:

• Achieve work / life balance with flexible working arrangements
• Fitness Passport - subsidised health and well-being memberships (gym/swimming pool)
• Recharge with up to 5 weeks annual leave
• Up to 3 weeks personal leave
• Secure your future with 12% superannuation contributions
• Salary sacrifice opportunities
• Grow personally and professionally with learning and development opportunities
• Cherish family time with up to 14 weeks paid parental leave

We are committed to:

• Fostering a collaborative and inclusive work environment
• Embracing innovation and continuous improvement
• Cultivating a culture of professional growth and support

Now we want to hear about YOU!

Applications MUST be submitted online through the 'Apply' button and include a Cover Letter addressing the selection criteria and Resume outlining previous academic and work experience and if requested include attachments of the relevant qualifications and licenses, relating to the role.

For further information about this role please download the Position Description which includes the Key Duties, Responsibilities and Selection Criteria.

Council’s Recruitment Team can be contacted via:
Phone: (07) 4044 3310
Email: jobs@cairns.qld.gov.au
Website: Employment at Council | Cairns Regional Council