Service Desk Officer

About the role

Reporting to the Human Support Manager, you will provide centralised support and service to the business. This will be accomplished by both proactive and reactive means via customer phone calls and email.

As the Service Desk Officer, you will assist in managing incidents and service requests through to resolution, escalation and closure communication with relevant support teams as required.

This is a 12-month fixed term contract that can be based anywhere within Essential Energy’s operational footprint.

Key responsibilities

- Provide first level technical customer support services following agreed procedures, assist in escalation management to enable resolution, achieve business objectives, optimise call resolution times and customer satisfaction, and meet service level requirements

- Understand the Incident Management process and utilise Essential Energy Service Desk tools and technologies to manage calls to resolution, allocate unresolved calls and maintain records

- Effectively utilise and update the Service Desk Knowledge Database

- Monitor changes in technology on all types of computer hardware and PC operating systems

- Liaise with IT support and customers to have the issues resolved in a timely manner

About you

To add value to this role you will have demonstrated experience in a similar ICT support role with proven experience in applying customer service techniques in an IT environment including providing support services.

You will be experienced in supporting and operating enterprise email services and office product software such as Office 365.

Skills

- Strong communication and interpersonal skills with a focus on customer service to all relevant stakeholders

- Ability to understand and apply Essential Energy IT Infrastructure Library (ITIL) practices

- Strong technical support skills across a wide range of ICT disciplines (devices, applications, technologies systems)

- Ability to use SCCM software

Required qualifications

- Certificate III in Information, Digital Media and Technology or demonstrated capability through past employment experience and/or relevant qualifications

Desirable

- Driver’s Licence

- ITIL Certification

Why Essential Energy

We offer competitive remuneration commensurate with skills and experience and 16% super.

Essential Energy provides employees with a broad range of employee benefits through corporate partnerships with organisations such as Qantas, Optus, nib and Mildura Health Fund. You will also gain access to our Health and Wellbeing programs including fitness passport. Visit our employee benefits page for more information.

We are proud to be recognised as a WORK180 Endorsed Employer for All Women.

We’re a business with a huge range of operational and corporate roles aimed at connecting our communities. As a pivotal player in the energy future of NSW and the country, we cover 95% of NSW and parts of southern QLD and offer a wide variety of roles.

Whether you want to work remotely, in a coastal region or rurally, we will invest in you, develop you and help you shape a career in energy with future opportunities.

For further information please contact Lynne Hughes, Human Support Manager, on 0438 697 039.

Applications close on 28 September 2025 at 11:55pm.

Passionate people. Global thinking. Regional heart. Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability. We champion inclusivity in the workplace and celebrate differences in all our employees.

We are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to Essential Energy (including alternate formats of application forms or alternate ways for accessibility). To discuss adjustment requirements, please contact careers@essentialenergy.com.au or call 1800 255 777.

#J-18808-Ljbffr