Service Desk Officer

1 day ago

Sydney, New South Wales, Australia Buscojobs Full time

Help Desk Support Officer (Day Shift)
Manage incidents and service requests, resolving issues, escalating when required, and ensuring a smooth and positive user experience.
4 month contract (AS03)- immediate start - day shift
Adelaide CBD - Beautiful premises
Excellent onboarding and training to ensure success
The Company
Join a progressive government organisation delivering vital digital and ICT support services across a diverse range of business areas.
We are committed to customer service excellence, operational efficiency, and continuous improvement in how technology supports the work of our stakeholders.
You'll be part of a collaborative and experienced ICT team that plays a key role in supporting critical systems and services used daily across the organisation.
The Role
We are looking for a skilled and customer-focused Service Desk Officer to join our ICT Service Desk team.
You will be the first point of contact for users needing technical support and assistance.
The role involves managing incidents and service requests, resolving issues, escalating when required, and ensuring a smooth and positive user experience.
You'll report to the Service Desk Manager and collaborate with internal teams and external vendors where necessary.
Responsibilities :
Provide timely and professional first-level ICT support via phone, email, and service management systems
Log, track, and resolve technical issues and service requests
Maintain regular communication with users and ensure accurate documentation of all interactions
Troubleshoot standard desktop applications and hardware to achieve high levels of first-call resolution
Escalate complex issues to relevant teams while maintaining ownership until resolution
Contribute to documentation, knowledge bases, and service improvements
Support team KPIs and service level agreements through disciplined workflow and attention to detail
You're a clear communicator and problem solver with a strong focus on customer satisfaction.
You thrive in a fast-paced environment and enjoy being part of a collaborative team.
What you need :
Experience working in an ICT service desk or technical support role
Excellent communication skills, both written and verbal
Ability to manage competing priorities and work under pressure
Proficiency with common desktop environments and support tools
A team-oriented attitude and commitment to continuous learning
Strong attention to detail and confidentiality when handling information
ITIL Foundation certification (desirable but not essential)
Benefits
Supportive team environment and professional culture
Flexible working arrangements and genuine work-life balance
Ongoing training and development opportunities
Public sector career pathways and job stability
Opportunity to contribute to critical ICT services supporting large-scale operations
Apply Now
If you're ready to join a dedicated team delivering impactful ICT services, we want to hear from you.
Apply directly to this link to get your resume to Sheralee NOW
Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race.
If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultant.
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