Senior IT Service Desk Officer delivering L1/L2 support, hardware deployments, and incident management.
Your new company
Join 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 setting.
Your new role
As 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.
Strong 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 now
If 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.
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📌 Senior It Service Desk Officer (Sydney)
🏢 Hays
📍 Sydney