IT Service Desk Officer - On-site Support (5 days)

Nsw Police Force; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Link Wentworth is seeking a Service Desk Support Officer to provide first-line IT support for internal staff in a Microsoft-based environment. The role is office-based in Penrith, full-time (35 hours/week), with responsibility for incident logging, password resets, device support and user account management.

The successful candidate will have at least 2 years in IT support, strong knowledge of Microsoft 365, Active Directory and ticketing systems, and excellent customer-facing communication.

Qualifications

• Minimum 2 years in IT Support, Help Desk, or Service Desk roles.
• Strong knowledge of Microsoft 365 suite (Outlook, Teams, SharePoint).
• Experience with Active Directory and user administration.
• Familiarity with IT ticketing systems (ServiceNow, ManageEngine).
• Excellent communication and customer-focused service skills.

Responsibilities

• Provide first point of contact IT support via phone, email, ticketing system and in person.
• Troubleshoot Level 1 issues across Microsoft 365, Windows, devices and network connectivity.
• Manage user accounts, passwords, onboarding/offboarding and access permissions.
• Log, categorize and prioritise incidents per SLA/ITIL practices.
• Escalate complex issues to internal teams or external providers as needed.
• Assist with hardware setup and maintenance of laptops, mobile devices and peripherals.
• Maintain accurate records and contribute to knowledge base documentation.
• Support IT asset management and equipment tracking.

Skills

IT Support Experience

Microsoft 365

Active Directory

IT ticketing systems

Communication skills

Tools

ServiceNow

ManageEngine

Job description

Link Wentworth is seeking a Service Desk Support Officer to provide first-line IT support for internal staff in a Microsoft-based environment. The role is office-based in Penrith, full-time (35 hours/week), with responsibility for incident logging, password resets, device support and user account management.

The successful candidate will have at least 2 years in IT support, strong knowledge of Microsoft 365, Active Directory and ticketing systems, and excellent customer-facing communication.