Senior IT Service Desk Officer delivering L1/L2 support, hardware deployments, and incident management.

Your new companyJoin a well-established NSW government organisation that plays a critical role in supporting essential business operations across the state. You'll be part of a collaborative ICT team delivering reliable technology services in a fast-paced and mission-critical environment.

Your new roleAs a Senior IT Service Desk Officer, you will provide Level 1 and Level 2 technical support to end users, ensuring timely resolution of incidents and service requests. You will troubleshoot desktop, network, Microsoft 365, and hardware-related issues while supporting computer rollouts, software deployments, and ICT asset management. Acting as a technical escalation point, you will assist junior team members, manage high-priority incidents, contribute to knowledge base improvements, and support operational readiness during critical business and election periods.

What you'll need to succeed

- Proven experience in a Level 2 Service Desk, Desktop Support, or End User Computing role.
- Strong knowledge of Windows operating systems, Microsoft 365, MS Office, and common business applications.
- Experience configuring, troubleshooting, and repairing network and end-user hardware.
- Robust understanding of ITIL/ITSM processes, incident management,



and service delivery best practices.
- Experience managing high-priority incidents and coordinating technical activities across multiple stakeholders.
- Excellent customer service, communication, and troubleshooting skills.
- Ability to prioritise workloads, meet strict deadlines, and perform effectively in a high-pressure environment.
- Experience supporting ICT projects, hardware rollouts, and software deployments.
- Willingness to work onsite and provide after-hours or weekend support during critical operational periods.

What you'll get in return

- Opportunity to work within a high-profile government environment.
- Exposure to large-scale ICT deployments and critical operational activities.
- Collaborative team culture with opportunities to mentor junior staff.
- Diverse technical environment covering end-user support, networks, Microsoft technologies, and infrastructure services.
- Competitive daily rate and the chance to make a meaningful impact in a mission-critical organisation.

What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.#3028403

📌 Senior IT Service Desk Officer (Sydney)
🏢 Hays
📍 Sydney