Senior Desktop Support Officer

6 days ago

Sydney, New South Wales, Australia Babylon Data Full time $60,000 - $90,000 per year

Senior Desktop Support Officer

Rate Guide:
$600–$900 per day (plus super @ 12%)

Location:
NSW – Lindfield and North Ryde (Onsite with potential flexibility)

Contract Duration:
Initial 6 months

Start Date:
15 September 2025

Extension Options:
2 x 6 months

Hours:
Up to 40 hours per week

Clearance:
Must be able to obtain Baseline

Job Details

Babylon Data is seeking a Team Lead for Senior Desktop Support to oversee and uplift ICT service delivery within a high-performing technical operations team. This opportunity is within a dynamic division shaping the digital future of a key Australian Government portfolio.

As a consulting-led business with deep ICT, cybersecurity, and infrastructure expertise, Babylon Data delivers trusted talent into mission-critical environments. We bring domain understanding, not just resumes, enabling better fit, faster impact, and stronger outcomes.

Key Responsibilities

  • Lead and manage a distributed desktop support team providing Level 2 support across multiple NSW sites
  • Deliver technical support across desktop hardware, peripherals, video conferencing systems, and software platforms
  • Allocate team resources for incidents, requests, and project tasks aligned to SLAs
  • Coach and mentor team members, drive skills uplift and knowledge sharing
  • Oversee ICT asset provisioning and record-keeping, ensuring inventory integrity
  • Collaborate with Level 3 teams and vendors on complex incidents, upgrades, and infrastructure initiatives
  • Identify service gaps and lead continuous improvement initiatives through knowledge base management and process refinement

Essential Criteria

Aligned with SFIA Level 4 capabilities:

  1. Customer Service Support:
    Monitor service channels, collect performance data, resolve and escalate issues, provide briefings
  2. Incident Management:
    Prioritise, diagnose, investigate, and resolve incidents per agreed protocols
  3. Performance Management:
    Allocate work, coach staff, monitor team quality and performance
  4. Quality Assurance:
    Conduct reviews, assess compliance, report on risks and recommend corrective action
  5. Stakeholder Relationship Management:
    Implement engagement plans, manage feedback loops, and enhance relationships

Working Arrangements

This position is based onsite at Lindfield and North Ryde. While onsite presence is preferred, flexible or hybrid arrangements may be considered for exceptional candidates.

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