Information Technology Service Desk Officer
As an Information Technology Service Desk Officer, you will provide first-level technical support by receiving, logging, triaging and resolving ICT incidents and service requests in a professional and timely manner. Working across a diverse technology environment, you will support desktops, laptops, mobile devices, printers, peripherals, business applications, network connectivity and remote access services.
Your responsibilities will include:
Delivering outstanding customer service while resolving ICT incidents and service requests.
Providing support for Microsoft 365, Azure, Microsoft Entra ID, RemoteApps and other cloud-based services.
Administering user accounts, access permissions and identity services across Active Directory and Microsoft Entra ID.
Supporting Council's cyber security practices by promoting secure access, assisting with multi-factor authentication and escalating suspected security incidents.
Collaborating with internal teams, vendors and service providers to ensure timely resolution of complex issues.
Contributing to continual service improvement and delivering practical technology guidance to end users.
For a full list of the Key Accountabilities of the role, please refer to the Position Description.
Your New Role
As an Information Technology Service Desk Officer, you will provide first-level technical support by receiving, logging, triaging and resolving ICT incidents and service requests in a professional and timely manner. Working across a diverse technology environment, you will support desktops, laptops, mobile devices, printers, peripherals, business applications, network connectivity and remote access services.
Your responsibilities will include:
Delivering outstanding customer service while resolving ICT incidents and service requests.
Providing support for Microsoft 365, Azure, Microsoft Entra ID, RemoteApps and other cloud-based services.
Administering user accounts, access permissions and identity services across Active Directory and Microsoft Entra ID.
Supporting Council's cyber security practices by promoting secure access, assisting with multi-factor authentication and escalating suspected security incidents.
Collaborating with internal teams, vendors and service providers to ensure timely resolution of complex issues.
Contributing to continual service improvement and delivering practical technology guidance to end users.




For a full list of the Key Accountabilities of the role, please refer to the Position Description.
About You
You are a customer-focused IT professional who enjoys solving technical problems and helping people. You have experience working in a busy ICT service desk or technical support environment and are confident supporting a broad range of technologies across both on-premises and cloud environments.
You will bring:
You will bring
Relevant tertiary qualification in Information Technology or equivalent demonstrated knowledge, skills and experience relevant to the role.
Current National Police Check (or be willing to undertake a National Police Check).
Demonstrated experience in an ICT Service Desk, Technical Support or Corporate ICT environment.
Strong troubleshooting and problem-solving skills with the ability to achieve first-contact resolution wherever possible.
Experience supporting Microsoft 365, Windows operating systems and standard business applications.
Knowledge of Active Directory, Microsoft Entra ID and user identity management.
Understanding of cyber security best practices, including secure access, multi-factor authentication and least-privilege principles.
Experience supporting RemoteApps or similar remote application delivery solutions.
Excellent communication and interpersonal skills, with the ability to work effectively with users of varying technical ability.
A collaborative approach, commitment to continuous improvement and a passion for delivering exceptional customer service.
About Us
Kempsey Shire Council (KSC) is located on the Mid North Coast of NSW, known for its genuine hospitality, pristine beaches, sub-tropical rainforests, mountain ranges, rock river gorges, sprawling farmland and peaceful villages.
We are a progressive, proactive and agile organisation, and we pride ourselves on the respectful and supportive workplace we have cultivated. With 360+ dedicated staff managing $1.8 billion worth of assets across many sites throughout the Shire, KSC work closely with our community to build an inspired, connected Macleay Valley.
Why Join Us?




As the successful candidate, you'll enjoy:
A permanent full-time position, 35-hour work week.
Monthly Rostered Day Off (RDO).
Weekly salary of $1,****** to $1,****** (plus superannuation).
Generous leave entitlements, including access to Long Service Leave after five years.
A working environment focussed on wellbeing, including flexible work arrangements, rostered days off, EAP access, social club, and health and wellbeing programs.
Fitness Passports for discounted access to a range of gym and pool facilities.
Career development and learning opportunities.
Novated Leasing and salary packaging options.
A supportive, team-oriented working environment designed to help you grow!
A fantastic lifestyle and work life balance, on the beautiful Mid-North Coast.
Applications Close: COB Wednesday, 26 August ****.
Please note that Council reserves the right to close this job advertisement before the stated closing date if a suitable candidate is found. Therefore, we encourage all interested applicants to submit their applications as soon as possible.
Have questions? Please contact Mick Turnbull, Information Technology Manager, for a confidential discussion onPh: ************.
Please Note:
Our recruitment notification process is primarily via system generated emails. Please ensure your email is correct before submitting your application to avoid missing crucial updates.
If you experience any difficulties applying online, please contact the Recruitment team on ************ or email ******
Thank you and good luck with your application.
Kempsey Shire Council is an equal opportunity employer and we celebrate our diverse, inclusive and values-led workforce. We welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with a disability. In addition, Kempsey Shire Council will provide reasonable adjustments for suitably qualified individuals with disabilities. If you require additional assistance to participate in the recruitment process, please discuss with the advertised contact person. You can ask for reasonable adjustments to be made at any time during the recruitment process.
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📌 Information Technology Service Desk Officer (New South Wales)
🏢 the original
📍 New South Wales