Senior IT Service Desk Officer

Sydney CBD | $88 per hour including super | Contract until 30 June 2027 I 8 hours per day

About the Opportunity

We are seeking an experienced and customer-focused Senior IT Service Desk Officer to join our IT team in a energetic, fast-paced and mission-critical environment.

In this role, you will provide Level 1 and Level 2 technical support, ensuring the effective delivery of IT services across the organisation. You will be responsible for resolving technical issues, managing high-priority incidents, coordinating hardware deployments and supporting IT project delivery.

This is a hands-on senior support role requiring strong technical capabilities, excellent communication skills and the ability to manage competing priorities, particularly during critical election events.

You will also act as a key technical escalation point, providing guidance and mentoring to junior team members while contributing to continuous improvement across IT service delivery.

Key Responsibilities

- Deliver Level 1 and Level 2 IT support, responding to user enquiries and service requests through the ticketing system, telephone and face-to-face support.
- Troubleshoot and resolve network connectivity, hardware, software and system performance issues.
- Configure, install, relocate and maintain end-user ICT equipment, including desktops, laptops, printers, monitors, mobile devices, desk phones and audio-visual equipment.
- Deliver and install ICT hardware across various locations as required.
- Manage high-priority incidents, ensuring restoration plans, action owners and follow-up timeframes are clearly documented.
- Coordinate computer rollouts across business areas, tracking progress, following up outstanding actions and escalating issues where necessary.
- Conduct hardware testing and compatibility assessments to ensure equipment meets business application and infrastructure requirements.




- Implement approved software deployments, minimising disruption to business operations.
- Maintain and improve IT service delivery documentation, knowledge base articles and operational processes.
- Prioritise and manage workloads in accordance with team objectives and Service Level Agreements (SLAs).
- Support IT change initiatives by identifying opportunities to improve systems, processes and service delivery.
- Mentor and support junior IT team members, acting as a primary technical escalation point.

To be successful in this role, you will demonstrate:

- Solid experience working within an IT support or service desk environment.
- Excellent customer service and stakeholder engagement skills.
- Strong verbal and written communication skills, including the ability to provide technical guidance, training and user assistance.
- Demonstrated ability to work effectively under pressure in a fast-paced environment.
- Strong time management, organisational and prioritisation skills.
- Good working knowledge of Microsoft Windows operating systems, Microsoft Office, Microsoft 365 and common business applications such as Adobe Acrobat Reader.
- Demonstrated experience configuring, troubleshooting and repairing network hardware.
- Experience managing and coordinating high-priority IT incidents.
- Experience supporting and delivering IT projects, including hardware rollouts.
- Good understanding of IT Service Management (ITSM) terminology, processes and practices.
- Proven ability to coordinate tasks, manage competing priorities and meet strict deadlines.
- Experience working in a mission-critical environment where service continuity and timely issue resolution are essential.

Working Hours

Standard working hours will apply; however, during events, you may be required to work rostered shifts, after hours and weekends to support critical business operations.

Enterprise IT Resources I Tito Tealdo I [email protected]

📌 Senior IT Service Desk Officer - $88 per hour (Sydney)
🏢 Enterprise IT Resources
📍 Sydney