IT Service Management Officer

**About the role**
Supporting the ICT Systems Manager, the **IT Service Desk Analyst (Level 1/2)**plays a key role in delivering technical support to Bayside Council staff.

The position is responsible for providing both first line and second-line support, ensuring a high level of customer service and timely resolution of IT-related issues.

This role is vital to maintaining the operational efficiency, stability, and security of Bayside Council’s IT systems and services.

**Key Responsibilities**
This position is responsible for:

- **Issue Resolution**:Troubleshoot and resolve a wide range of IT problems, including escalated incidents, and coordinate with senior IT staff or vendors where necessary.
- **User Management**:Assist with user account administration, including setup, modification, password resets, group management, and terminations in Active Directory and other systems.
- **Network Support**:Assist with basic to intermediate troubleshooting of networks, Wi-Fi, and connectivity issues, escalating to infrastructure teams where required.
- **Documentation**:Maintain accurate records of support requests, troubleshooting steps, and resolutions within the service desk system, while contributing to knowledge base articles and internal guides.
- **Service Improvement**:Identify and recommend opportunities to streamline support processes, improve customer experience, and increase efficiency.
- **Collaboration**:Work closely with the Operations and Infrastructure teams on projects, system upgrades, and service improvements.
- **Asset Management**:Track and maintain IT assets, including desktops, laptops, mobile devices, and software licensing.
- **Security**:Promote and endorse cyber security awareness, ensuring compliance with policies around system access, data protection, and confidentiality.
- **Safety**:Promote and support a safe working environment for yourself and colleagues.

**About you - Skills and Qualifications**
- **Education**:Relevant IT qualifications (or working towards them) are highly regarded.
- **Experience**:Previous experience in a Level 1 or 2 service desk, desktop support, or IT operations role is essential.
- **Technical Skills**:Strong working knowledge of Windows 11, Microsoft 365, Active Directory, DNS, DHCP, Exchange Online, and general networking principles.
- **Customer Service**:Proven ability to deliver a positive customer experience with excellent communication skills, including explaining technical issues to non-technical users.
- **Problem-Solving**:Strong troubleshooting and analytical skills, with the ability to prioritise and work effectively under pressure.
- **Team Player**:Ability to work collaboratively within a team and across departments.
- **Documentation**:Competent in maintaining technical and process documentation.

**Essential Criteria**
- In-depth experience with Microsoft products (Windows, Office 365, Outlook, Teams, OneDrive, Exchange Online).
- Strong troubleshooting skills in Active Directory, DNS, DHCP, and Wi-Fi networks.
- Minimum 4 years’ experience in IT service delivery within a medium-to-large organisation.
- Proven ability to manage escalated issues and follow through to resolution.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Class C Driver’s Licence (NSW) with the ability to travel between Council sites (Council vehicle provided).
- Willingness to work on a rotating roster and provide after-hours support as required.

**What we offer**
- A supportive and collaborative team environment.
- A nine-day fortnight work arrangement.
- Opportunities to gain exposure to a wide range of IT systems and projects.
- Career development and training opportunities.

**Deadline**:Friday 10 October 2025
- Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children check in accordance with the position.- We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment._