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Position Details
Reference Number 11564
Position Title Service and Support Representative
Employment Type Permanent Full Time
Department Business Solutions Group
Location Chermside
Classification Salaried Staff - Position Level 04 (Without Car)
Hours per Fortnight 76
Position Summary

Service and Support Representative


Wesley Mission Queensland (WMQ) is a large and dynamic organisation with more than 65 locations throughout South East Queensland supporting 100,000 Queenslanders every year. As a not-for-profit organisation with over 100 years' experience in delivering aged care, Wesley Mission Queensland has a history steeped in hope, respect, compassion, empowerment, innovation, justice and integrity. To learn more about our organisation, please see &


The Service and Support Representative is the primary point of contact into the Business Solutions Group (BSG). The role is responsible for providing end user support and service for technology solutions for the customers of the organisation. This will be done in accordance with the organisational strategic plan and the information management strategy whilst adhering to any and all relevant Organisational policies and associated processes. The role will also provide support after-hours to its customers.


Key Responsibilities Include:

1. Align personal leadership behaviour and ethical standards with the WMQ Model of Care, the Wesley Charter and Wesley Mission Queensland's Vision, Mission and Values.

2. The Service and Support Representative will be required to provide after hours on-call support.


Information Technology

1. Providing support across the organisation (this may be in person, online or over the phone)

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

3. Log all service desk interactions and document Incident and Service Request resolutions within the BSG Ticket Management System, in line with service management principles

4. Identify and effectively prioritise all Incidents and Service Requests requiring urgent attention

5. 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

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

7. Provide training and assistance to end-users (1 on 1, groups in person or remote via phone/video conference)

8. Monitoring and maintaining information systems

9. Securely maintain the BSG Operational and physical environments in line with Wesley Mission's security policies, standards and work practices

10. Provide support for end user account management using the selected organisational technologies.



1. Co-ordinate the acquisition and installation of hardware through external service providers

2. Perform installation of hardware (non-remote sites only)

3. Perform the installation of approved software and where required gain management approval to install non approved software


Asset Management

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

2. Ensure all assets procured are goods receipted and entered into the asset register accurately

3. Ensure all assets are asset tagged

4. Perform audits on IT assets as requested and reconcile audits against the asset register



1. Continually contribute to the development and maintenance of the BSG internal knowledge base

2. Create new knowledge documents, based on new technologies, ticket resolutions, and processes

3. 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 (contained within the attached position description) and are to be submitted online at by 4pm of the closing date. 


For more information, please contact Alan Hacker


Wesley Mission Queensland's Vision is a compassionate, just and inclusive society for all.  We are committed to EEO, OH&S, Ethical Practices and the principles of Cultural Diversity.  We are a preferred employer for older workers.  Successful applicants are expected to abide by the WMQ Code of Conduct.  Relevant criminal record checks will be undertaken on recommended applicant.  To view our Privacy Policy, please click here.  Salary Packaging is available to permanent Staff to enhance remuneration.

Essential Requirements Essential: Must have a current Drivers licence and willingness to drive in the course of work.
Contact Person Alan HACKER
Contact Number (04) 3736 1183
Contact Email
Closing Date 20/08/2019
Position Description
Service and Support Representative .pdf Open
Application Guide View Guide
Please note that this position will close at 11:45pm on the closing date.
Please ensure your application is added before this time as we do not accept late applications.