Service Desk Support Officer Posted 1 day ago

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Job Description About the Role

Full Time position (35 hours/week)

Office based in Penrith (5 days per week)

The IT Service Desk Support Officer is responsible for providing first-line technical support to internal staff across Link Wentworth. This role acts as the first point of contact for IT support, delivering efficient and customer-focused assistance across a Microsoft-based environment, including Microsoft 365, Windows, and Active Directory.

You will play a key role in ensuring IT issues are resolved quickly and effectively, supporting business operations and enhancing the overall employee experience.

Key areas of responsibility include:

Providing first point of contact IT support via phone, email, ticketing system, and face-to-face

Troubleshooting and resolving Level 1 technical issues including Microsoft 365, Windows, devices, and network connectivity

Managing user accounts, password resets, onboarding/offboarding, and access permissions

Logging, categorising, and prioritising incidents in line with SLA and ITIL practices

Escalating complex issues to internal teams or external service providers as required

Supporting hardware setup, deployment, and maintenance including laptops, mobile devices, and peripherals

Maintaining accurate records and contributing to knowledge base documentation

Assisting with IT asset management and equipment tracking processes.

Who we are looking for: The ideal candidate will have:

Demonstrated experience (minimum 2 years) in an IT Support,



Help Desk, or Service Desk role

Strong technical knowledge of:

Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

Active Directory / user administration

IT ticketing systems (e.g. ServiceNow, ManageEngine)

Demonstrated ability to troubleshoot and resolve technical issues efficiently

Strong communication skills with the ability to explain technical concepts clearly

You will also be:

Customer-focused with a strong commitment to service excellence

A collaborative team player who enjoys helping others

Able to manage competing priorities in a quick-paced environment

Highly organised with strong attention to detail

Proactive and solutions-focused with a continuous improvement mindset

You will also need:

Willingness to undergo a National Police Check to Link Wentworth’s satisfaction

Willingness to undergo an NDIS Workers Check

Willingness to be office-based five (5) days per week

Flexibility to travel between sites and occasionally work after hours

Link Wentworth offers staff:

A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery

Opportunities to grow your career in IT within a supportive environment

Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year

A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging

Meaningful and fulfilling employment, improving the lives of others every single day

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