Senior Service Desk

Job Description

Your new role

As a Senior IT Service Desk Officer, you will provide Level 1 and Level 2 technical support across a broad ICT environment, ensuring users receive timely and effective assistance. You will be responsible for resolving incidents and service requests, supporting end-user devices, troubleshooting network issues, and contributing to the delivery of high-quality IT services.

Key responsibilities include:

• Providing Level 1 and Level 2 support via phone, ticketing systems, and face-to-face interactions
• Troubleshooting hardware, software, network connectivity, and Microsoft technology issues
• Supporting desktops, laptops, printers, mobile devices, audiovisual equipment, and peripherals
• Deploying, configuring, and relocating ICT equipment across various NSW locations
• Assisting with Microsoft 365 and Windows environment support
• Performing hardware testing, diagnostics, and repairs
• Executing approved software deployments and installations
• Maintaining and improving service desk documentation and knowledge base articles
• Prioritising workloads to meet service levels and operational deadlines
• Mentoring junior team members and acting as a technical escalation point
• Supporting system and process improvement initiatives

What you’ll need to succeed

To be successful in this role, you will possess:

• Demonstrated experience in a Service Desk, Desktop Support, or ICT Support role
• Strong Level 1 and Level 2 troubleshooting skills
• Excellent customer service and communication abilities
• Solid knowledge of Windows operating systems and Microsoft Office applications
• Experience supporting Microsoft 365 and Microsoft Server environments
• Strong understanding of networking fundamentals and network hardware troubleshooting
• Familiarity with ITSM processes and service management practices
• Ability to work under pressure and manage competing priorities
• Strong organisational and time management skills
• Experience working in a fast-paced, mission-critical environment

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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