IT Service Desk Officer - Public Sector (On-Site)

randstad digital australia; Coniston; On-site; AUD 60,000 - 78,000; Full time

Job summary

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

You will triage, diagnose and resolve IT requests in a fast-paced, multi-channel environment, logging incidents and ensuring data privacy while meeting KPI targets.

Qualifications

• Experience delivering first-level IT support in a fast-paced environment.
• Clear, professional written and verbal communication for non-technical users.
• Ability to triage, diagnose and resolve IT requests with accuracy.

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 maintain incident records in ticketing systems.
• Handle sensitive data with integrity and privacy.
• Navigate multiple databases and software platforms to support users.
• Meet and maintain contact centre KPIs (first-contact resolution, handling times, documentation).

Skills

IT support

Customer service

Troubleshooting

Communication

Tools

ServiceNow

Job description

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

You will triage, diagnose and resolve IT requests in a fast-paced, multi-channel environment, logging incidents and ensuring data privacy while meeting KPI targets.