IT Service Desk Officer

randstad digital australia; Coniston; On-site; AUD 60,000 - 78,000; Full time

Job summary

Randstad is seeking an IT Service Desk Officer (Shared Services) to join the NSW public sector support team. You will be the first point of contact for school-based and corporate staff, delivering high-quality customer service and practical IT support from on-site hubs in Parramatta, Newcastle, Wollongong, or Bathurst.

You will triage, diagnose and resolve IT requests in a fast-paced, multi-channel environment, logging incidents and ensuring data privacy while meeting KPI targets.

Qualifications

• Experience delivering first-level IT support in a fast-paced environment.
• Clear, professional written and verbal communication for non-technical users.
• Ability to triage, diagnose and resolve IT requests with accuracy.

Responsibilities

• Deliver first-level IT customer service across phone, email, and portal channels.
• Provide initial triage, basic troubleshooting and guidance for software and hardware issues.
• Log, categorize and maintain incident records in ticketing systems.
• Handle sensitive data with integrity and privacy.
• Navigate multiple databases and software platforms to support users.
• Meet and maintain contact centre KPIs (first-contact resolution, handling times, documentation).

Skills

IT support

Customer service

Troubleshooting

Communication

Tools

ServiceNow

Job description

Role Overview

• Position Title: IT Service Desk Officer (Shared Services)
• Start Date: 11 January 2027
• Contract Duration: 6-month initial assignment (no overtime required)
• Locations: Parramatta, Newcastle, Wollongong, or Bathurst (on-site hub)
• Required Pre-Employment Checks: 2 Professional Reference Checks, National Police Check, Working with Children Check (WWCC clearance), and Departmental Screening (DOIS).

About The Role

Join the shared services contact centre for a major NSW public sector department dedicated to supporting education across the state. As an IT Service Desk Officer, you will serve as the first point of contact for school-based and corporate staff, delivering high-quality customer service and practical technical support.

Working within a fast-paced, multi-channel service desk environment, you will triage, diagnose, and resolve inbound functional and technical IT requests, ensuring school administrators, educators, and corporate teams have seamless access to vital digital systems.

Key Responsibilities

• Deliver high-quality, professional first-level IT customer service across phone, email, and portal channels in a high-volume contact centre environment.
• Provide initial advice, triage, basic troubleshooting, and direction for both functional software platforms and standard hardware/technical issues.
• Accurately log, categorize, and maintain real-time incident and request records within customer management/ticketing systems.
• Manage sensitive and confidential school and corporate data with integrity, discretion, and privacy.
• Navigate and utilize multiple digital databases, knowledge bases, and software platforms concurrently.
• Meet and maintain individual and team contact centre KPIs (first-contact resolution, call handling times, documentation quality).

About You

• Strong commitment to delivering empathetic, courteous, and prompt customer assistance under steady inquiry volumes.
• Proven experience using diverse technology platforms, operating systems, and basic IT troubleshooting procedures (experience with ServiceNow or similar enterprise ticketing systems is highly regarded).
• Clear, professional written and verbal communication skills, with the ability to translate technical concepts into simple guidance for non-technical users.
• Resourceful problem-solving ability with a structured approach to diagnosing incidents and escalating complex tickets appropriately.
• Proven reliability and composure in an SLA-driven contact centre environment, taking ownership of customer outcomes.
• Fully available to work a 35-hour week on a 7.5-hour rostered shift (including unpaid lunch) between 8:00 AM and 5:00 PM, Monday to Friday.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.