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:

• Technical Support: Provide prompt Level 1 and Level 2 support for hardware, software, network, and system-related issues via phone, email, remote access, and in-person.
• 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.
• Systems Support: Provide intermediate support for Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) and Council's core applications, ensuring services remain available and reliable.
• 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.

Apply now

Before submitting your application, please take the time to read the Position Description by clicking the paperclip button located in the top right section of this page. If you have any issues opening the link, please contact us at 

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.