Job Description
IT Service Desk Officer | Level 1–2 Support
n
n
Full-time Onsite in Caulfield with 1-2 Days Working From Home
n
Microsoft 365 Suite
n
$82,219 + Super + Perks
n
n
The Role
n
Are you a tech-savvy problem solver who thrives on delivering a top-tier employee technology experience? We are partnering with a progressive public sector organisation to find an energetic IT Service Desk Officer to join their dynamic Digital & Technology Services team.
n
This is a fantastic opportunity for a customer-centric IT professional to provide high-quality Level 1–2 end-user support across an enterprise environment.
n
Responsibilities
n
Your daily workflow will include:
n
n
End-User Support: Provide responsive Level 1–2 technical support across desktop, mobile, and collaboration technologies.
n
Ticket Management: Log, track, and resolve incidents/requests within an ITIL-aligned ITSM system, meeting established SLAs.
n
M365 & Hardware: Support Microsoft 365 (Teams, SharePoint, OneDrive), Windows 11, laptops, mobile devices, and meeting room tech.
n
Cybersecurity Frontline: Identify and elevate potential security incidents, phishing attempts,



or suspicious activity.
n
Continuous Improvement: Contribute to service delivery enhancements and participate in a rotating on-call roster as required.
n
n
About You
n
You will bring a blend of technical expertise and exceptional communication skills:
n
n
Experience: Proven IT support experience in a medium-to-large organisation using ITIL practices.
n
Technical Knowledge: Expertise with M365, Windows 11, Microsoft Entra ID (Active Directory) and mobile device management.
n
Networking Basics: Understanding of enterprise networking (LAN/WAN, Wi-Fi, DNS, VPN) for initial troubleshooting.
n
Future-Focused: Awareness of using AI tools and automation responsibly to improve service delivery outcomes.
n
Communication: Exceptional problem-solving and customer service skills, with the ability to explain technical concepts clearly.
n
n
Requirements
n
n
Valid working rights within Australia
n
Completion of a satisfactory National Police Check
n
Ability to obtain an Employee Working with Children Check
n
#J-*****-Ljbffr

📌 It Service Desk Officer (New South Wales)
🏢 Redwolf Rosch
📍 New South Wales