IT Service Desk Officer

randstad digital australia; Coniston; On-site; AUD 34,000 - 48,000; Full time

Job summary

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

In a fast-paced, multi-channel environment, you will triage, diagnose, and resolve IT requests, log incidents accurately, and protect sensitive data while maintaining core KPIs and

Qualifications

• Experience providing first-line IT support in a fast-paced environment.

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).

Skills

First-level IT support

Customer service

ServiceNow experience

Multi-channel support

Technical troubleshooting

Tools

ServiceNow

Job description

• Position Title: IT Service Desk Officer (Shared Services)
• Start Date: 11 January 2027
• 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).

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.