IT Service Desk Officer — Customer-Focused Support Lead

City of Adelaide; Adelaide; On-site; AUD 84,000 - 102,000; Full time

Job summary

The City of Adelaide is seeking a Service Desk Officer to deliver exceptional customer support for IT and telecommunications systems. You will investigate and resolve issues, configure systems, and ensure IT services run smoothly across the organisation, with a strong focus on user satisfaction.

You will manage information management infrastructure, ensuring security, uptime and performance in line with ITIL practices, and assist with licensing, upgrades and documentation.

Qualifications

• Experience supporting complex networks, servers and desktops in large-scale environments.
• Experience providing operational support to a technical Service Desk in large-scale environments.
• Ability to analyze and understand complex IT infrastructure and workflows.

Responsibilities

• Investigate and resolve technical issues across IT and telecom systems.
• Configure systems and ensure services run smoothly across the organisation.
• Provide frontline user support via Service Desk and face-to-face interactions.
• Maintain information management infrastructure for availability, security and performance.
• Ensure software licensing, upgrades and performance monitoring are compliant.
• Develop documentation and support quality management processes.

Skills

Networks

Servers

Desktop PCs

Operational support

ITIL basics

Customer focus

Tools

ITIL MOF

Job description

The City of Adelaide is seeking a Service Desk Officer to deliver exceptional customer support for IT and telecommunications systems. You will investigate and resolve issues, configure systems, and ensure IT services run smoothly across the organisation, with a strong focus on user satisfaction.

You will manage information management infrastructure, ensuring security, uptime and performance in line with ITIL practices, and assist with licensing, upgrades and documentation.