IT Service Desk Officer

Randstad NV; Parramatta; On-site; AUD 42,000 - 60,000; Full time

Job summary

Randstad is seeking an IT Service Desk Officer (Shared Services) in Parramatta to serve as the first point of contact for school-based and corporate staff. The role delivers high-quality customer service and practical technical support across phone, email, and portal channels, in a fast-paced, multi-channel environment.

You will triage, diagnose, and resolve IT requests, ensuring access to digital systems for school administrators, educators, and corporate teams, while upholding data privacy and

Qualifications

• Experience delivering first-level IT support across multiple channels.
• Ability to translate technical concepts for non-technical users.
• Familiarity with incident logging and ticketing systems.

Responsibilities

• Provide first-level IT customer service across phone, email, and portal channels.
• Triaging, basic troubleshooting, and directing both software and hardware issues.
• Log and categorize incidents in ticketing systems with accuracy.
• Handle sensitive data with discretion and privacy.
• Use multiple databases and knowledge bases while resolving requests.
• Meet team KPIs for first-contact resolution and response times.

Skills

Customer service

IT troubleshooting

ServiceNow

Communication

Tools

ServiceNow

Job description

• 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.