A key public sector organisation is embarking on a high-profile program of work and is looking for a couple of Senior IT Service Desk Officer to join its technology team. This is a fast-paced, mission-critical environment where your experience, calm under pressure attitude and strong customer focus will make a real difference.
You’ll be the go-to technical escalation point for the service desk, delivering Level 1 and 2 support while mentoring junior team members and helping the team meet critical delivery deadlines.
What you’ll be doing
- Delivering Level 1 and 2 support for user enquiries and service requests via the ticketing system, walk-ups and phone, with prompt resolution and minimal downtime
- Troubleshooting and resolving network connectivity and performance issues
- Setting up, supporting and relocating end-user hardware, including desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV equipment and accessories, within SLAs
- Delivering and installing ICT hardware at various NSW locations as required
- Overseeing high-priority incidents, ensuring restoration plans are documented with clear action owners and follow-up dates
- Coordinating computer rollouts across business streams, with thorough tracking and escalation where needed
- Testing hardware for compatibility with business applications and infrastructure
- Executing approved software deployments with minimal user disruption
- Mentoring junior team members and acting as a primary technical escalation point
- Solid experience in the IT industry, including a senior or Level 2 service desk or desktop support role
- Excellent customer service and communication skills, including the ability to guide and train others
- Good understanding of Windows operating systems, Microsoft 365, MS Office and common applications such as Adobe Reader
- Demonstrated ability in configuring, troubleshooting and repairing network hardware
- Experience managing high-priority incidents
- Experience in IT project delivery and coordinating rollouts
- Good understanding of ITSM terminology and processes
- Strong time management and prioritisation skills, with the ability to work under pressure and meet strict deadlines in a mission-critical environment
Primarily based in the Sydney CBD, with some travel to other locations as required
This is a fully onsite role and is not suitable for working from home
During peak delivery periods, you may be required to work rostered hours, after hours and weekends
To apply
Click Apply with your updated CV in MS Word format. Please note that applicants must have current Australian work rights, and the successful candidate will be required to complete pre-employment checks, which may include a police check.
