IT Service Desk Officer - 1st Line Support (Public Sector)

Randstad; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Randstad Pty is seeking an IT Service Desk Officer (Shared Services) for on-site work across Parramatta, Newcastle, Wollongong, or Bathurst. The role supports school-based and corporate staff, triaging and resolving IT requests in a fast-paced environment.

Join a NSW public sector shared services contact centre, delivering high-quality customer service and practical technical support while meeting SLA targets and handling confidential data.

Qualifications

• Experience delivering first-level IT support in a fast-paced environment.
• Able to triage, diagnose, and provide guidance for software and hardware issues.
• Proven written and verbal communication for non-technical users.

Responsibilities

• Deliver first-level IT customer service across phone, email, and portals.
• Triage, basic troubleshooting, and provide direction for software and hardware issues.
• Log and categorize incidents in ticketing systems with accuracy.
• Protect sensitive school and corporate data with confidentiality.
• Navigate multiple databases and knowledge bases while assisting users.
• Meet and maintain contact centre KPIs such as resolution speed and documentation quality.

Skills

First-level IT support

Customer service

Communication

Problem solving

Tools

ServiceNow

Job description

Randstad Pty is seeking an IT Service Desk Officer (Shared Services) for on-site work across Parramatta, Newcastle, Wollongong, or Bathurst. The role supports school-based and corporate staff, triaging and resolving IT requests in a fast-paced environment.

Join a NSW public sector shared services contact centre, delivering high-quality customer service and practical technical support while meeting SLA targets and handling confidential data.