IT Service Desk Officer — On-site, 6‑Month Public Sector Contract

randstad digital australia; Coniston; On-site; AUD 34,000 - 48,000; Full time

Job summary

Randstad is hiring an IT Service Desk Officer (Shared Services) for NSW public sector education support. You’ll be the first point of contact for school-based and corporate staff, delivering high-quality customer service and practical technical support from Parramatta, Newcastle, Wollongong, or Bathurst on-site hubs.

In a fast-paced, multi-channel environment, you will triage, diagnose, and resolve IT requests, log incidents accurately, and protect sensitive data while maintaining core KPIs and

Qualifications

• Experience providing first-line IT support in a fast-paced environment.

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).

Skills

First-level IT support

Customer service

ServiceNow experience

Multi-channel support

Technical troubleshooting

Tools

ServiceNow

Job description

Randstad is hiring an IT Service Desk Officer (Shared Services) for NSW public sector education support. You’ll be the first point of contact for school-based and corporate staff, delivering high-quality customer service and practical technical support from Parramatta, Newcastle, Wollongong, or Bathurst on-site hubs.

In a fast-paced, multi-channel environment, you will triage, diagnose, and resolve IT requests, log incidents accurately, and protect sensitive data while maintaining core KPIs and