Senior Service Desk Analyst

Here at CBCity
The City of Canterbury Bankstown is one of the largest Councils in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

The role

This role champions a solutions-focused culture centred on customer delight, proactively safeguarding Council's information systems and assets, ensuring their integrity, confidentiality, and availability. It also delivers IT support for infrastructure and applications, resolves technical issues, and mentors the ICT customer experience team.

Duties will include but not be limited to:

• Lead complex technical resolutions by identifying root causes of hardware, software, and network issues, and providing expert-level support to Level 1 and 2 teams.

• Triaging and mitigating risk, proactively identifying potential incidents to prevent service disruptions.

• Deliver exceptional customer service through empathy, clear communication, and a commitment to continuous improvement, putting people at the centre of everything you do.

• Prioritise and manage tickets, problems, and changes with discipline and foresight to reduce backlog and streamline operations.

• Participate in on site and after hours support, ensuring critical operations and services run smoothly within agreed SLAs.

• Provide specialist support for AV systems and Council Chambers meetings, ensuring high profile events run without a hitch.

• Collaborate with SMEs across the business on key applications and systems within our Standard Operating Environment (SOE).

• Take ownership of technical delivery in projects, bringing expert insights and leadership to help shape outcomes that matter.

• Create clear, detailed documentation and generate insights from system performance reporting.

• Stay ahead of the curve by actively tracking emerging trends and technologies, contributing fresh ideas and improvements to our environment.

*For a full list of duties, click here to review the position description.

You will have:

• Tertiary qualifications in ICT or related discipline.

• Drivers Licence

• ITIL v4 foundation certification.

• Deep technical expertise across Microsoft 365, Windows 10/11, Citrix, cloud services, Active Directory, printing, computer hardware, mobile device management and audiovisual systems.

• Proven track record in customer facing ICT operations, with a strong focus on enhancing service delivery and user satisfaction.

• Excellent written and verbal communication skills you're able to explain complex concepts to anyone, from end users to executives.

• Sharp problem-solving abilities with a calm, organized approach to managing multiple priorities and meeting SLAs.

• A collaborative mindset and confidence in building strong relationships with internal stakeholders through exceptional customer service.

• Sound understanding of ICT security practices and how they apply in a service desk context.

• Extensive knowledge of ITIL service management practices, especially incident, problem, and change management.

• The flexibility and initiative to thrive in a fast-paced, ever-evolving environment.

The salary range for this opportunity starts at $101,423 (Grade H, Step % super. Salary may be negotiable dependent on skills and experience.

What's on offer:

• An attractive remuneration package.

• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.

• Permanent full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.

• Contribute to making a positive impact on our community.

• An investment in your professional growth, fostering continuous learning and development opportunities.

• Access to our employee Health and Wellbeing Programs.

For more information, please contact Andrew Wong (Coordinator ICT Customer Experience) at ***********

You will need to submit your application via the 'Apply' button below and create a login using your email address and upload a:

• Resume; and

• Cover Letter addressing the essential qualifications and experience within the position description and explaining your suitability for the role.

Applications close Tuesday, 10 June 2025

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at ***********

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.