Help desk operator - Digital Graduate Program (Mar 2025)

About you

We need graduates with a willingness to learn and a good attitude. Our graduates contribute greatly to the Queensland Government, we really don't know what we would do without you! Our graduates contribute to projects, programs, initiatives and ongoing business that keeps Queensland communities safe, healthy, happy and prospering.

We welcome candidates from all disciplines with a Bachelor's, Graduate Certificate or master in one of the following areas degrees in:

• Information technology, cloud computing, cyber security, computer science, data analytics, robotics, telecommunications, information management, mathematics
• Business, marketing, procurement
• Project management, law, creative industries
• Web and multimedia design, user experience design.

Remuneration and career growth

As a Digital graduate, you will receive the benefits of working for the Queensland Government which include:

• a starting salary of $68,414 per annum
• up to 12.75% employer superannuation contribution
• 17.5% annual leave loading
• flexible work arrangements
• generous leave entitlements
• salary packaging options
• a diverse and inclusive workplace
• programs that support a healthy work environment
• a structured two-year leadership development program
• opportunities for mentoring, networking and career progression.

Career progression

Our grads travel up the ladder so fast we have to stand back for fear of being run over! 87% of our grads completing our program stay on to be employed by the Queensland Government post-program.

Our grads on average leap up to $22k or more within the 2-year program or after completing the 2-year program.

“Thanks so much for this program – it opened up a door I didn’t expect or know existed and started a career I’m very happy with." 

Kurtis - 2022 Health graduate, secured an A05 Project Officer role within 12 months on the program.

What you’ll be doing

The graduate help desk operator is a pivotal role in any organisation. The help desk operator is the first port of call when a staff member is having difficulties using their PC or information system.

The help desk operator needs to have a broad understanding of the information systems that are used in their organisation. They will also need to have a solid understanding of the technology that the organisation is utilising to run the information systems. The help desk operator needs to have very high-level communication skills so that they can determine the user's issue. The help desk operator then diagnoses the problem and identifies whether it is something that can be resolved at point of call or whether the incident needs to be referred to a specialist area within the information technology department for further analysis and then resolution.

The help desk operator is the face of the information technology department; therefore, they need to project a positive, client-focused image whilst resolving incidents in a timely and efficient manner.

Responsibilities

Responsibilities in a help desk operator role may include:

• monitoring and responding quickly to incoming requests relate to IT issues
• maintaining computer systems and act as support if any system goes down
• responsibility for PCs, printers, servers and related equipment (monitor, keyboard, mouse, hard drive, etc.)
• maintaining user PCs, including upgrades and configuration as needed
• assisting with onboarding of new users
• keeping inventory of all equipment, software, and license users
• installing, configuring, and upgrading PC software..

Ideal candidates

Ideal candidates for a help desk operator role will have:

• the ability to use own initiative and operate under minimum supervision for internal effectiveness
• a positive approach to additional tasks on an as-needed basis is a plus
• experience in the installation, maintenance and support of IT equipment, including desktop computers, laptops, tablets, phones, scanners and printers
• expertise supporting a Windows desktop environment, particularly Windows operating systems, Microsoft Office, Adobe products and various web browsers
• well-developed interpersonal skills and proven ability to work alone and as part of a team with minimal supervision
• strong customer service focus and commitment.

Technical skills and qualifications

Technical skills:

• General awareness of computer systems, PC repair, and network management.
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability to deploy, configure, and support operating systems on desktop and mobile.
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritisation of tasks, stakeholders, budget, and time.

Your degree may be in information technology, computer and software systems, information systems, database management, systems administration or project management.

Eligible and who can apply?

The Queensland Government is a proud employer of a diverse range of people. We need people from all walks of life to create a vibrant, diverse workplace and ultimately make our work shine. 

We encourage women, people with disability, Aboriginal and Torres Strait Islander peoples, the LGBTIQA+ community, people from culturally and linguistically diverse backgrounds, and mature-age Queenslanders to apply. 

It’s not just technical IT, we’re looking for graduates in all aspects of IT development, customer service, design, and delivery of services to Queenslanders.

The program is pleased to announce that applications will open to include international students living in Australia who have unrestricted working rights under the Commonwealth Law. 

To be eligible for our program, you need to have graduated mid-2024 or by December 2024, or your qualifications are no older than three (3) years old and we are seeking your specific qualifications, we want you! 

Eligibility for international student or graduate eligible to work without restriction in Australia until at least March 2027

• you will need to have completed your qualifications between January 2021 and June 2024
• provide evidence of visa entitlements that reflect full working rights in Australia - this includes bridging visa for full working rights visa and completion of your degree no later than June 2024.
• More information regarding eligibility is on our website - https://www.qld.gov.au/jobs/career/digital-careers/digital-jobs/digital-graduate-program/how-to-apply

If you have overseas qualifications, you will need to seek to have them recognised in Australia prior to applying. 
Check internationaleducation.gov.au/services-and-resources/pages/qualifications-recognition.aspx to view the process.

You need to have completed a bachelor's degree in IT or a related field within the last 3 years or will finish by mid to end 2024 to be eligible for the start of the program in March 2025 or sooner if requested by agency.

Interstate applicants should be made aware that positions offered are within Queensland Government, therefore relocation to Brisbane is mandatory. Interstate applicants are encouraged to apply, however, it is up to the successful graduate to arrange relocation and cover any moving costs involved. It is not the responsibility of the program, nor the home agency for graduate relocation. 

You must be available to start work by March 2025 or sooner if requested by the agency.