Service Desk And Field Officer

About Us

Wesley Mission Queensland is a not-for-profit community service provider that offers community support, mental health and disability services, aged and palliative care, and retirement living across Queensland. We have a long and proud history of supporting people in need and live by our values of Innovation, Hope, Integrity, Compassion, Justice, Empowerment and Respect. We strive to be a welcoming, caring and inclusive community that celebrates diversity and supports employees of all backgrounds and faiths   

The Business Solutions Group is a high performing team that provides solutions for the business, supported by systems and technology. This includes functions such as Service Desk Support, Applications Support, IT Governance, Information Security and Project Management. 

Key Responsibilities Include:

• Providing support across the organisation (this may be in person, online or over the phone).
• 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 
• Identify and effectively prioritise all Incidents and Service Requests requiring urgent attention. 
• Liaise with internal support teams and external service providers as required, to resolve incidents and complete Service Requests. 
• Monitoring and maintaining information systems. 
• Resolve incidents during business hours based on priority and critical incidents after hours, participating in a rotating on-call roster. 
• Securely maintain the technical operational and physical environments in line with Wesley Mission's security policies, standards, and work practices.

Hardware/Software:

• Coordinate the acquisition and installation of hardware through external service providers. 
• Perform installation of hardware 
• Perform the installation of approved software and where required gain management approval to install non approved software.

Asset Management: 

• Maintain accurate inventory of all hardware and software resources; including, but not limited to, desktops, laptops, mobile devices, spares, and licenses.
• Ensure all assets procured and goods receipted are entered into the asset register accurately. 
• Ensure all assets are asset tagged. 
• Perform audits on IT assets as requested and reconcile audits against the asset register.

Documentation: 

• Continually contribute to the development and maintenance of the BSG internal knowledge base. 
• Create new knowledge documents, based on new technologies, ticket resolutions, and processes. 
• Set review dates for all knowledge documents and actively review knowledge documents when required.
• Applications must address the 'Qualifications, Knowledge and Requirement' for this role

Why Join Us

• Be supported by our extensive 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
• Flexible working hours and where applicable a hybrid working strategy

Please note: You will be asked for evidence of your COVID-19 vaccination status as part of your application process as required by Legislation, Health Directives and WMQ Policy. 

Wesley Mission Queensland's Vision is: 'a compassionate, just and inclusive society for all' and we are committed to EEO, OH&S, Ethical Practices and the principles of Cultural Diversity.

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. 

Wesley Mission Queensland respectfully acknowledge the Traditional Custodians of the lands on which we work and live. We acknowledge Elders both past and present, whose ongoing effort to protect and promote Aboriginal and Torres Strait Islander cultures will leave a lasting legacy for future Elders and leaders.