Service Desk Officer

About RSPCA Queensland

For more than 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals – whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 91% of our life-changing services.

Our Purpose: We exist for animals to live better lives.

About the Role

We’re looking for a Service Desk Officer to join our Information & Technology team and provide responsive, practical and people-focused IT support across RSPCA Queensland.

As one of the first points of contact for IT support, you’ll help our people navigate everything from everyday technical hiccups through to more complex Level 1 and Level 2 issues. You’ll troubleshoot, problem-solve, set up equipment, manage user access and make sure our team members feel supported along the way.

This is a hands-on role with plenty of variety. While you’ll be primarily office-based, you’ll support users both onsite and remotely and may occasionally hit the road to provide support across our shelters, op shops and other RSPCA locations throughout Queensland.

If you enjoy solving problems, genuinely like helping people and can translate technical jargon into language anyone can understand, this could be a great fit.

What We’re Looking For

We’re looking for an experienced and customer-focused Service Desk Officer who combines strong technical capability with a genuine desire to help people.

You’ll be a confident problem-solver who can troubleshoot Level 1 and Level 2 IT issues, manage competing priorities and take ownership of requests through to resolution. Just as importantly, you’ll be approachable, patient and able to explain technical information clearly to people with varying levels of IT confidence.

You’ll enjoy working as part of a collaborative IT team, while being comfortable working independently and using your judgement to resolve issues, escalate when needed and keep things moving.

Above all, you’ll bring a proactive, solutions-focused mindset and understand that great IT support isn’t just about fixing technology – it’s about creating a great experience for the people using it..

What You’ll Do

In this role, you will:

• Be a first point of contact for IT incidents, service requests and technical enquiries.
• Diagnose and resolve Level 1 and Level 2 hardware, software, mobile, peripheral, video conferencing and connectivity issues.
• Install, configure and deploy hardware, devices and software across the organisation.
• Log, prioritise, track and manage support tickets through Jira, working within agreed service levels.
• Support Microsoft 365, Active Directory, Azure, Exchange, SharePoint and other core business technologies.
• Manage user accounts and access, including onboarding and offboarding activities.
• Escalate more complex issues to the appropriate support teams, providing clear and accurate documentation.
• Assist with IT asset deployment, tracking, maintenance and returns.
• Keep users informed throughout the support process with clear, timely and helpful communication.
• Work with third-party vendors and service providers when additional support is required.
• Contribute to knowledge articles, support documentation and improvements to the way we deliver IT services.
• Provide occasional onsite support across RSPCA Queensland locations as required.

What You’ll Bring to the Role

• 2-5 years’ experience in IT service desk, desktop support or a similar role, providing Level 1 and Level 2 support.
• Strong working knowledge of Microsoft 365, Windows, Active Directory, Azure, Exchange and SharePoint.
• Proven ability to troubleshoot and resolve hardware, software, device and connectivity issues.
• Experience using IT service management/ticketing systems, with an understanding of SLAs and ITIL practices.
• Strong problem-solving and technical troubleshooting skills, with the ability to take ownership of issues through to resolution.
• Excellent customer service and communication skills, with a knack for making technical information easy to understand.
• Strong organisation and prioritisation skills in a fast-paced support environment.
• A collaborative, proactive approach and willingness to share knowledge across the team.
• A relevant IT qualification is desirable, but practical experience is highly valued.
• A current Australian driver’s licence and access to a vehicle for occasional site visits.
• A genuine connection to RSPCA Queensland’s purpose and animal welfare.

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, and 50% off Royal Canin pet food, we’ve got you covered! You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Queensland, every role contributes to a better future for animals.

Interested?

If this sounds like the perfect opportunity for you, apply today!

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.