IT Service Desk Officer — Frontline Tech Support (Public Sector)

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

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