Senior Service Desk Officer


The work required by the role includes:

  • Provide ICT support to end users and procure ICT hardware and software based on business requirements. This includes liaising with the business, researching available products, testing the products, assisting the Manager IT Service Delivery on tendering and coordinate the procurement contract with the vendor and department's Contracts and Procurement Team.
  • Deploy and decommission ICT solutions, such as telephony, AV and end user computing. This includes end users training, and liaising with vendors on offboarding processes.
  • Provide coaching and training to other team members and end users, document procedures, user guides and suggest process improvements.
  • Build and maintain key relationships with users, technical staff and stakeholders to determine and resolve issues.
  • Provide accurate advice about technical issues and solutions to assist with specifying and documenting business requirements for new or existing solutions.
  • Manage hardware and software escalations with vendors and internal stakeholders, providing status update on vendor tickets, until the matter is resolved.
  • Manage the Service Desk systems. This includes changes to configuration, upgrades, testing and engaging with the business to create new workflows.
  • Safety is a shared responsibility, and  conduct the duties in a safe manner. We prioritize personal safety, the safety of others, including other staff, customers, and visitors.

Skills and experience

  • Excellent customer service skills
  • Ability to work well under pressure
  • Good time management skills
  • Experience within the IT industry
  • Good understanding of Windows 10, MS Office and other common applications such as Adobe reader etc.
  • Good experience installing and configuring computer and network equipment

Essential requirements

  • Experience providing end user IT technical support with customer service responsibilities.
  • Experience in procuring ICT hardware and software as the SME or technical expert.
  • Experience working in an ITIL work environment.
  • Political Neutrality
  • Satisfactory Criminal Records Check


The role is based on site at CBD Sydney, and may require travel to our other metro locations

Working hours

You may be required to work rostered hours, after hours and weekends to support business operations.

This role is not WFH suitable and will require to be onsite

Deepika  Phogat does  Public Sector  IT and Digital

Public Sector IT and Digital

Deepika Phogat

Public Sector – IT and Digital

[email protected]
02 8346 6729