Our organisation’s aspiration to be the best in Australia is reflected in our core values of Teamwork, Customer Focus, Innovation, and Commitment to Safety. These values define who we are, how we work together, and how we serve our community. If you’re passionate about technology, teamwork, and delivering excellent service, we’d love you to join our Digital Services team.
About the role:
As a Service Desk Officer, you will be responsible for providing exceptional technical support to staff and remote sites, ensuring technology services operate efficiently and meet user needs. You’ll play a key role in delivering first and second-level IT support, troubleshooting technical issues, maintaining system integrity, and providing outstanding customer service.
You’ll also contribute to continuous improvement within the Digital Services unit and help achieve our organisation’s strategic and operational objectives.
Key Duties:
- Provide 1st and 2nd level IT support via phone, email, and other communication channels.
- Troubleshoot and resolve hardware, software, and network issues across multiple sites.
- Document and track all service requests using the IT Service Management system.
- Configure and install hardware, software, and peripherals according to organisational standards.
- Maintain accurate documentation, asset registers, and databases.
- Ensure IT security compliance and maintain confidentiality of information.
- Collaborate with Digital Services teams to identify and address system issues and risks.
- Deliver customer-focused service and support within agreed service levels.
You’re a motivated and customer-oriented IT professional who enjoys solving technical challenges and working collaboratively in a supportive team.
Essential qualifications and experience:
- Certificate IV in Information Technology or related field.
- Proven experience in an IT support role within an enterprise environment.
- Strong understanding of Windows 10, networking, and end-user technologies.
- Experience supporting audio-visual equipment and meeting room technologies.
- Excellent written and verbal communication skills.
- Current Class C driver’s licence.
- Microsoft Certified Professional or Microsoft Certified Solutions Expert certification.
- Experience working within a multi-site enterprise network environment.
- ITIL v3 or v4 Foundation certification.
- Knowledge of Active Directory, SCCM, Office 365, and Technology One.
- Ability to work collaboratively within a team and manage flexible working hours.
