The prospect

A 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. You’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.

What you’ll be doing

- 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
- Troubleshooting and resolving network connectivity and performance issues
- Setting up, supporting and relocating end-user hardware, including desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV equipment and accessories, within SLAs
- Delivering and installing ICT hardware at various NSW locations as required
- Overseeing high-priority incidents, ensuring restoration plans are documented with clear action owners and follow-up dates
- Coordinating computer rollouts across business streams, with thorough tracking and escalation where needed




- Testing hardware for compatibility with business applications and infrastructure
- Executing approved software deployments with minimal user disruption
- Mentoring junior team members and acting as a primary technical escalation point

About you

- Solid experience in the IT industry, including a senior or Level 2 service desk or desktop support role
- Excellent customer service and communication skills, including the ability to guide and train others
- Good understanding of Windows operating systems, Microsoft 365, MS Office and common applications such as Adobe Reader
- Demonstrated ability in configuring, troubleshooting and repairing network hardware
- Experience managing high-priority incidents
- Experience in IT project delivery and coordinating rollouts
- Good understanding of ITSM terminology and processes
- Strong time management and prioritisation skills, with the ability to work under pressure and meet strict deadlines in a mission-critical environment

Work arrangements

Primarily based in the Sydney CBD, with some travel to other locations as required

This is a fully onsite role and is not suitable for working from home

During peak delivery periods, you may be required to work rostered hours, after hours and weekends

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📌 Senior IT Service Desk Officer (Sydney)
🏢 Ethos BeathChapman
📍 Sydney