IT Service Desk Officer: Quick Helpdesk Support

Careers at Council; Blacktown; On-site; AUD 78,000 - 97,000; Full time

Benefits offered by this job

Flextime

12% superannuation

Competitive leave entitlements

Ongoing training and development

Fitness Passport and wellbeing program

Job summary

Blacktown City Council is seeking a Service Desk Officer to act as the first point of contact for ICT support. You will respond to calls and emails, troubleshoot issues, and resolve incidents across Council sites and remote locations, ensuring staff can return to work quickly and efficiently.

The role covers configuring laptops, Windows 10/11 support, AV tech, and maintaining equipment records while using the IT service management system to deliver excellent customer service.

Responsibilities

• Respond to calls and emails, troubleshoot technical issues, resolve incidents and service requests, and escalate complex problems when required.
• Support staff across Council sites and remote locations, helping them return to work quickly and effectively.
• Set up and configure laptops, hardware and software, support Windows 10 and 11 environments, assist with meeting room and audio visual technology, maintain equipment records and keep documentation up to date.
• Use Council's IT service management system to track issues, monitor progress and deliver high standard of customer service.
• Explain technical information clearly, build positive relationships with staff at all levels and take ownership of issues through to resolution.

Job description

Blacktown City Council is seeking a Service Desk Officer to act as the first point of contact for ICT support. You will respond to calls and emails, troubleshoot issues, and resolve incidents across Council sites and remote locations, ensuring staff can return to work quickly and efficiently.

The role covers configuring laptops, Windows 10/11 support, AV tech, and maintaining equipment records while using the IT service management system to deliver excellent customer service.