Service Desk Support Officer

3 days ago

Bankstown, Australia Ashdown People Full time $60,000 - $90,000 per year

About the Role

We are seeking a motivated and customer-focused Service Desk Support Officer to join our Service Management team. In this role, you will provide frontline IT support services to council staff, ensuring reliable access to technology tools and systems that enable the delivery of essential community services.

You'll be responsible for logging and resolving service calls, assisting with hardware and software issues, and escalating incidents where necessary. This position offers the opportunity to apply your technical skills while making a meaningful impact across the organisation.

Key Responsibilities

  • Provide Level 1 Service Desk and Level 2 Desktop Support to end users.
  • Respond to and log service calls according to approved protocols.
  • Install, configure, and maintain IT devices, systems, and software.
  • Perform troubleshooting, diagnostics, and repairs to resolve technical issues.
  • Assist with system upgrades, patches, and hardware/software improvements.
  • Ensure the security and safety of IT equipment and adhere to WHS standards.
  • Prepare and maintain accurate support documentation to streamline issue resolution.
  • Support IT projects to ensure timely and effective delivery.
  • Promote the IT team as a proactive and solutions-oriented partner across Council.
  • Participate in regular team meetings and contribute to ongoing service improvements.

About You To succeed in this role, you will have:

  • Demonstrated experience in technical support or a service desk environment.
  • Strong understanding of Windows operating systems, desktop applications, and networking fundamentals.
  • Excellent problem-solving, communication, and customer service skills.
  • Ability to prioritise tasks and manage competing demands effectively.
  • A proactive attitude and commitment to continuous improvement.
  • Relevant IT qualifications or certifications (desirable).

Hybrid Working Model based in Sydney Inner West.

If you are interested, hit apply and we will be in contact.

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