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

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What you’ll be doing/n

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- 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

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- Troubleshooting and resolving network connectivity and performance issues

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- Setting up, supporting and relocating end-user hardware, including desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV equipment and accessories, within SLAs

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- Delivering and installing ICT hardware at various NSW locations as required

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- Overseeing high-priority incidents, ensuring restoration plans are documented with clear action owners and follow-up dates

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- Coordinating computer rollouts across business streams, with thorough tracking and escalation where needed

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- Testing hardware for compatibility with business applications and infrastructure

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- Executing approved software deployments with minimal user disruption

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- Mentoring junior team members and acting as a primary technical escalation point

/n About you/n

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- Solid experience in the IT industry, including a senior or Level 2 service desk or desktop support role

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- Excellent customer service and communication skills, including the ability to guide and train others

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- Good understanding of Windows operating systems, Microsoft 365, MS Office and common applications such as Adobe Reader

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- Demonstrated ability in configuring, troubleshooting and repairing network hardware

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- Experience managing high-priority incidents

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- Experience in IT project delivery and coordinating rollouts

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- Positive understanding of ITSM terminology and processes

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- Robust 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