Service Desk Support Officer


Service Desk Support Officer required for a short term contract within a large NSW Government department 


$400 per day plus super 
2 month contract 
Wollongong and WFH
ASAP start
NSW Government 


About the role:

The Service Desk Support Officer provides effective 1st tier technical support to the departments users state‐ wide by resolving user infrastructure and systems queries directly or by escalating issues to the Senior Support Officer and works collaboratively with key support staff throughout ICT and externally through service providers.


Key Accountabilities: 

  • Support the processing and prioritising of incoming requests to the Service Desk via both telephone and email to ensure timely and effective resolution of end user issues
  • Provide tier 1 help desk services in response to user requests for advice or assistance with hardware, network and operating system issues to ensure timely and effective resolution of end user issues
  • Provide input into the selection of the appropriate prioritisation and allocation of support requirements through the Service Desk with agreed quality and timeliness standards to meet business requirements 
  • Provide advice, quality customer service, training and support to end-users, through the Service Desk function to ensure calls are actioned and completed to customer expectations
  • Establish and maintain strong customer relationships throughout the organisation to ensure the Service Desk function supports users requirements for resolution of problems/issues in a timely and quality manner
  • Undertake a range of administrative activities related to the Service Desk function to support all activities and adhere to Service Desk standards, policies and procedures
  • Foster professional relationships with hardware vendors and service providers to ensure ongoing cooperation
  • Perform the duties of the On-Call Technical Officer and work as part of the State Information Technology Services Operations team during operational events on a rostered 24/7 basis


Essential requirements: 

  • Relevant tertiary qualification(s) in IT or related field and/or equivalent relevant industry knowledge and experience
  • Demonstrated experience and knowledge of Service Desk technologies and ICT environments including applications, systems and infrastructure
  • Thorough knowledge of AIIMS principles and processes, and/or willingness to obtain competence within 12 months


If interested please apply today via the link with your updated resume in a Word Document to Melissa Allison at The Recruitment Company.



Mel  Allison does  Public Sector  IT Categories

Public Sector IT Categories

Mel Allison

Public Sector – IT Categories
02 8346 6729