About Us

People with passion, connected by hope for a more compassionate, just and inclusive society is our story – what’s yours? 

Everyone has a story. And here at Wesley Mission Queensland, we feel privileged to stand alongside the families, children, couples and seniors that we support each year. We’re an innovative and responsive not-for-profit community service provider, helping people across Queensland build stronger and more inclusive communities since 1907.

Your role as a 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, including client devices, user profile creations and changes, application installation requests, general user queries Telephony and other systems.

This role is primarily desk based with a portion of the time undertaking field-based support activities through a rostering system. The role will also participate in a 24/7 on-call rotational support roster.

Key Role Accountabilities

Provide accurate Incident Resolution and Service Request management, within established Service Level Agreement (SLA), meeting or exceeding end-user requirements and expectations.

Log all service desk interactions and document Incident and Service Request resolutions within the BSG Ticket Management System, in line with service management principles.
Identify and effectively prioritise all Incidents and Service Requests requiring urgent attention.

Ensure Incidents and Service Requests are managed effectively; ensuring information is captured in the BSG Ticket Management System for future reference and analysis, in line with service management principles.

Liaise with BSG internal support teams and external service providers as required, to resolve incidents and complete Service Requests.

Resolve incidents during business hours based on priority and critical incidents after hours, participating in a rotating on-call roster.

Coordinate the acquisition and installation of hardware through external service providers as well as performing hardware installation.

Maintain accurate inventory of all hardware and software resources, including, but not limited to, desktops, laptops, mobile devices, spares and licenses.

About You

Service Desk experience within a diverse and de-centralised computing environment with multiple internal and external stakeholders.

Ability to think logically in response to queries raised.

Excellent analytical and problem-solving skills.

Ability to adhere to deadlines, with the ability to prioritise and delegate as required

Strong understanding of Service Management Frameworks; i.e., ITIL.

Desirable

Relevant Tertiary or Industry Certified qualification.

Latest version of ITIL Foundation qualification.

What you need to start your WMQ journey

Proof of Vaccination Status as required by Legislation, Health Directives or WMQ Limited Policy throughout employment and prior to commencement.

Relevant probity checks required by legislation and WMQ Limited policy.

Current Driver’s Licence and willingness to drive in the course of work.

Why WMQ?

We value diversity, strive for inclusion, and come together to walk alongside those in need to provide hope and compassion. We are committed to working collaboratively to help you grow, support your wellbeing, and enable you to be your true self each day aligned to our mission and values. Along the journey, we will encourage you to find your story.

We offer our team members:

Support from our Employee Wellbeing Program – we are recognised as an Advanced Mental Health First Aid Skilled Workplace!

Access to salary packaging benefits that enable you to increase your take-home pay

Discounted allied health services such as nutrition, physiotherapy, occupational therapy, and remedial massage

Access to discounts on private health insurance, gym memberships and travel

WMQ's vision for reconciliation is for all people to stand unified in an equal and inclusive future. We commit to enhancing opportunities for Aboriginal & Torres Strait Islander People and celebrating diversity. As part of our commitment to Reconciliation we encourage applications from Aboriginal and Torres Strait Islander Peoples.