Job Description
The opportunity/n /nA key public sector organisation is embarking on a high-profile program of work and is looking for a couple of Senior IT Service Desk Officer to join its technology team. This is a fast-paced, mission-critical environment where your experience, calm under pressure attitude and strong customer focus will make a real difference./n /nYou’ll be the go-to technical escalation point for the service desk, delivering Level 1 and 2 support while mentoring junior team members and helping the team meet critical delivery deadlines./n /n What you’ll be doing/n /n /n
- Delivering Level 1 and 2 support for user enquiries and service requests via the ticketing system, walk-ups and phone, with prompt resolution and minimal downtime /n
- Troubleshooting and resolving network connectivity and performance issues /n
- Setting up, supporting and relocating end-user hardware, including desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV equipment and accessories, within SLAs /n
- Delivering and installing ICT hardware at various NSW locations as required /n
- Overseeing high-priority incidents, ensuring restoration plans are documented with clear action owners and follow-up dates /n
- Coordinating computer rollouts across business streams, with thorough tracking and escalation where needed /n
- Testing hardware for compatibility with business applications and infrastructure /n




- Executing approved software deployments with minimal user disruption /n
- Mentoring junior team members and acting as a primary technical escalation point /n About you/n /n /n
- Solid experience in the IT industry, including a senior or Level 2 service desk or desktop support role /n
- Excellent customer service and communication skills, including the ability to guide and train others /n
- Good understanding of Windows operating systems, Microsoft 365, MS Office and common applications such as Adobe Reader /n
- Demonstrated ability in configuring, troubleshooting and repairing network hardware /n
- Experience managing high-priority incidents /n
- Experience in IT project delivery and coordinating rollouts /n
- Good understanding of ITSM terminology and processes /n
- Solid time management and prioritisation skills, with the ability to work under pressure and meet strict deadlines in a mission-critical environment /n Work arrangements/n /nPrimarily based in the Sydney CBD, with some travel to other locations as required/n /nThis is a fully onsite role and is not suitable for working from home/n /nDuring peak delivery periods, you may be required to work rostered hours, after hours and weekends/n /n To apply/n /nClick Apply with your updated CV in MS Word format. Please note that applicants must have current Australian work rights, and the successful candidate will be required to complete pre-employment checks, which may include a police check.

📌 Senior IT Service Desk Officer (Sydney)
🏢 Ethos Beath Chapman - Australia
📍 Sydney