IT Service Desk Officer - First-Line Support (Public Sector)

Randstad NV; Bathurst; On-site; AUD 55,000 - 75,000; Full time

Job summary

Randstad Australia invites applications for an IT Service Desk Officer (Shared Services) to support school-based and corporate staff across multiple NSW sites, including the Bathurst on-site hub. You will triage, diagnose, and resolve IT requests in a fast-paced, multi-channel environment.

This role requires strong customer service, basic troubleshooting, and familiarity with ticketing systems such as ServiceNow.

Qualifications

• Experience in IT service desks or first-level support.
• Experience with multi-channel (phone, email, portal) support.
• Familiarity with ServiceNow or similar ticketing systems.
• Strong written and verbal communication.
• Ability to meet SLA targets in a busy centre.

Responsibilities

• Deliver first-level IT customer service across phone, email, and portal channels.
• Provide initial triage, basic troubleshooting, and guidance for software and hardware issues.
• Log, categorize, and track incidents in ticketing systems.
• Handle sensitive school and corporate data with discretion.
• Navigate multiple digital databases and knowledge bases.
• Meet team KPIs for first contact resolution and response times.

Skills

Customer service

IT troubleshooting

Communication skills

SLA-driven

Tools

ServiceNow

Job description

Randstad Australia invites applications for an IT Service Desk Officer (Shared Services) to support school-based and corporate staff across multiple NSW sites, including the Bathurst on-site hub. You will triage, diagnose, and resolve IT requests in a fast-paced, multi-channel environment.

This role requires strong customer service, basic troubleshooting, and familiarity with ticketing systems such as ServiceNow.