First-Line IT Service Desk – Public Sector Support

Randstad - Business Support; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Randstad - Business Support is seeking an IT Service Desk Officer (Shared Services) to support school-based and corporate staff across NSW. You will triage, diagnose, and resolve IT requests in a high-volume, multi-channel service desk, ensuring access to critical digital systems.

Working in Parramatta, Newcastle, Wollongong, or Bathurst on-site, you will log incidents, provide initial guidance, and escalate complex tickets while upholding privacy and data security.

Qualifications

• Demonstrated customer-facing IT support experience in fast-paced environments.
• Ability to triage and diagnose both functional and technical IT issues.
• Clear written and verbal communication for non-technical users.

Responsibilities

• Deliver first-level IT support across multiple channels (phone, email, portal).
• Log, categorize and update incident records in ticketing systems.
• Provide initial triage, basic troubleshooting, and guidance for software and hardware issues.
• Handle sensitive school and corporate data with discretion and privacy.
• Maintain knowledge bases and navigate multiple databases and software platforms.

Skills

Customer service

IT support

Written & verbal comms

Problem solving

Ticketing (ServiceNow)

Tools

ServiceNow

Job description

Randstad - Business Support is seeking an IT Service Desk Officer (Shared Services) to support school-based and corporate staff across NSW. You will triage, diagnose, and resolve IT requests in a high-volume, multi-channel service desk, ensuring access to critical digital systems.

Working in Parramatta, Newcastle, Wollongong, or Bathurst on-site, you will log incidents, provide initial guidance, and escalate complex tickets while upholding privacy and data security.