IT Service Desk Officer

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

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).

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.

Equal Employment Opportunities

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.