ICT Service Desk Officer

1 week ago

Parramatta, New South Wales, Australia Parramatta City Council Full time

Job Description

The City of Parramatta is going through unprecedented change and transformation as it becomes Sydney's Global City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City's future and ensure it is culturally, socially, environmentally, and economically sustainable.


About the role:

This position is responsible for delivering exceptional customer service to the business. As the first point of contact, you'll be responsible for looking after ICT related incidents and requests to support the daily operations of the organisation. Daily, you will triage and resolve incidents and focus on first call resolution with core business applications and end-user devices according to our standard SLA's.

This role will be working on a 7-day rotating roster so flexibility to work on the weekends will be required. On a daily basis this role will see you:

  • Deliver a customer service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support.
  • Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlighting accordingly.
  • Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escalate incidents as set out in relevant procedures,
  • Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes.
  • Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents.
  • Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles.


About You:
The successful candidate should have previous experience supporting a large Windows environment and bring:

  • 3+ years' experience in customer support in a large ICT environment, with a proven track record of achieving objectives.
  • Demonstrable experience with Azure Active Directory, Exchange Management console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools.
  • Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
  • Tertiary qualifications in computing or ICT or relevant industry experience
  • ITIL v3/4 foundations certification
  • Strong Customer Service and outcome-oriented view
  • Analytical approach to interpreting data and communicating insights.
  • Understanding of cyber security principles and practices.
  • Exceptional communication skills


What's on offer:

We are offering an attractive total remuneration from $82,408 to $90,775 plus 11% superannuation.

For weekends, you will receive a 25% shift penalty for Saturday and a 50% shift penalty for Sunday work.

In addition City of Parramatta also offer excellent employee benefits which include:

  • A range of flexible work arrangements including hybrid WFH arrangements
  • 14 weeks paid parental leave
  • Access to Long Service Leave after 5 years
  • Central Parramatta location (Public transport at our door, discounted parking)
  • Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave including 2 days health and wellbeing leave per year)
  • Learning and Development opportunities
  • Health and Wellbeing programs (Fitness Passport, Flu Shots)

Want to know more?

Further information regarding the requirements of this role can be found in the attached Position Description.

Alternatively for a confidential discussion please contact Alex Picone on


How to apply:

Candidates must apply online.

Please attach a resume and cover letter addressing the requirements of this role.

Applications close 4pm, 11th June 2024 and will not be accepted through any other medium.


The successful candidate is required to be vaccinated (at least 2 doses of a TGA approved COVID-19 vaccine) in accordance with Council's vaccination policy. Candidates may submit a medical contraindication for Council's consideration.

This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection.

The City of Parramatta supports a Drug and Alcohol-free working environment and employees may be subject to random testing as a result.

Inclusion, Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all ages, people with disability, Aboriginal and Torres Strait Islander Peoples, women, veterans, LGBTIQA+ and other culturally diverse groups. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia NSW Government -NSW Police Force Full time

    Computer Systems Officer Level 1:- Temporary Full-Time up to 6 months:ParramattaAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia NSW Government -NSW Police Force Full time

    Computer Systems Officer Level 1:- Ongoing Full-Time:- ParramattaAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia Experis Full time

    Service Desk AnalystClient - Federal Government clientLocation - Parramatta and Penrith (rostered across both offices)APS5, hourly rate contractContract Role - 6 months with possible extensionsAbout the role At least 2 years of ICT Tier 1 support experience and substantial experience in using- and supporting the Microsoft Office suite of software and Apple...

  • Service Officer Service Desk

    1 week ago

    Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

    Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 63778Service Officer Service DeskLocation - ParramattaEmployment type - Ongoing and Temporary up to 30 June 2024 full-time rolesSalary - $79,032 pa - $86,539 pa, plus employer's contribution to superannuation and annual leave loading.Your roleDepartment of Communities and Justice is...

  • Enterprise Service Desk Officer

    1 week ago

    North Parramatta, New South Wales, Australia Catholic Education Diocese of Parramatta Full time

    Job no: 503959Work type: ongoing full-timeLocation: the Catholic Education Office, Diocese of ParramattaCategories: Information Technology- Position Status: Ongoing full-time- Supportive, collaborative and dynamic team environmentEnterprise Service Desk (ESD) is a team of knowledgeable, friendly, customer-focused staff who will ultimately become the first...

  • Service Officer Service Desk

    1 week ago

    Parramatta, New South Wales, Australia DFP Recruitment Services Full time

    Job description:- NSW Government opportunity in Paramatta: Initial 6-Month contract with likely possibility of extension:- $34.50 per hour + SuperOur NSW State Government client is undergoing an SAP upgrade which will increase the volume of support requests coming into the Shared Services Service Desk.The Role:The Service Officer Service Desk will be part...

  • Service Desk Operations Leader

    1 week ago

    Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

    Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 65339Service Desk Operations Leader Location Parramatta CBD with access to hybrid work arrangements Full time temp until December hours per week) Salary from $93,295 to $102,941 pa. + super and annual leave loading Diverse and inclusive organisation with generous leave entitlements...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

    Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 66877Service Desk Analyst Location Parramatta CBD with access to hybrid work arrangements 12 month opportunity (35 hours per week) Salary from $79,032 to $86,539 pa. + super and annual leave loading Diverse and inclusive organisation with generous leave entitlements including flex...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia Link Group Full time

    OverviewThe purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and ClientsKey Accountabilities...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia eHealth NSW Full time

    Employment Type:Full Time - Exempt up to 12 Months- Position Classification:Senior Computer Operator Grade 1- Remuneration:From $66,308 per annum (plus 10.5% superannuation)- Hours Per Week:38- Location:Flexible hybrid work options- Requisition ID:REQ378527About useHealth NSW enables patient-centred care in NSW by providing technology services which connect...

  • Lead Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia West Recruitment Full time

    Salary up to $110,000 + Super- Opportunity to lead and mentor- Penrith LocationAre you a seasoned service desk professional with a successful track record in the Managed Service Provider (MSP) domain? If so, this opportunity is tailor-made for you.West Technology has partnered with a forward-thinking Australian MSP known for its exceptional services to an...

  • ICT Commercial Manager

    1 week ago

    Parramatta, New South Wales, Australia West Recruitment Full time

    2 roles - $130, ,000 + super + bonus- ICT Procurement experience essential- Based in Western Sydney with onsite parking - hybrid modelYour new employer:Our client is a leader in the infrastructure industry where both the company and the industry is going through a huge period of change and evolution - it is a very exciting time to join their business.Your...

  • Service Desk Support Analyst

    1 week ago

    Parramatta, New South Wales, Australia Talent International Full time

    Job Details:LocationParramattaSalaryAU$2- AU$30.95 per hourJob TypeFull TimeRefBBBH98607_ ContactAnna AuPostedabout 6 hours agoService Desk SupportParramatta12 Months ContractTalent International is working in partnership with a large government organisation to assist in sourcing an experienced 'Service Desk Support' level 1.Key Criteria: Excellent verbal...

  • Ict Contract Manager

    1 week ago

    Parramatta, New South Wales, Australia Ashdown Consulting Full time

    $ $89.16 p/h + super 6 Month Contract Parramatta/HybridICT Contract Manager | 6 Month Contract | Up to $98.96 p/h Including Super- $ $89.16 p/h + super 6 Month Contract Parramatta/HybridAbout the CompanyWe are seeking an experienced ICT Contract Manager to join a large NSW government organisation based in Parramatta. This is a 6 month contract paying up to...

  • Customer & Employee Service Desk Manager

    1 week ago

    Parramatta, New South Wales, Australia Uniting Full time

    At Uniting, we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities and confront injustice._ With over 10,000 employees and volunteers working across more than 300 sites, our services are in the areas of aged care, disability, community services and chaplaincy._About the role:The Customer and Employee...

  • Service Desk- Level 2

    1 week ago

    Parramatta, New South Wales, Australia Genesis IT&T Pty Ltd Full time

    A growing and reputable IT Solutions Provider located Parramatta is looking for an experienced Service Desk Analyst. Our client is a high-performing organisation that supports long-term sustainable employment through multiple paid certifications in your first 6 months.Key responsibilities will include: Resolve technical incidents within relevant service...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia West Recruitment Full time

    Competitive Salary up to $80,000- Flexible Work-from-Home Options- Convenient Western Sydney Location with On-Site ParkingAbout your next opportunityAt West Technology, we are excited to collaborate with a renowned business, one of the largest family-owned companies in Australia and New Zealand.Recognized as a Top 10 Best Place to Work in Australia, this...

  • Service Officer

    1 week ago

    Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

    Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 59932Service Officer (Service Desk)Location - ParramattaEmployment type - Multiple Ongoing and Temporary full time rolesSalary - $75,992 pa - $83,211 pa, plus employer's contribution to superannuation and annual leave loading.Your roleProvide Tier 1 (Service Desk) support for Finance...

  • Service Desk Analyst

    1 week ago

    Parramatta, New South Wales, Australia The Catholic Church Full time

    The Service Desk Analyst is responsible for the provision of front-line support of Information Technology services.SUCCESS PROFILEQUALIFICATIONS Tertiary qualifications in Computer Systems, Computer Science or Information Technology. Employment screening including Working with Children check to the satisfaction of Chancery. Cisco Certified Network Associate...

  • Service Desk Lead

    1 week ago

    Parramatta, New South Wales, Australia West Recruitment Full time

    Offering up to $120k + Super- Penrith area - Parking provided- Growing Australian IT Services CompanyAbout Your New EmployerWest Technology is partnering with a boutique Australian IT services provider that supports a broad range of clients across a diverse range of industries in suburban Sydney.This business provides customised IT solutions that cover IT...