IT Service Desk Officers

Total Resource Solutions; Parramatta; On-site; AUD 42,000 - 60,000; Full time

Job summary

Total Resource Solutions is seeking IT Service Desk Officers for a 6‑month initial assignment across Parramatta, Newcastle, Wollongong and Bathurst. The role pays $36.81 per hour plus super and starts 11th January in a high-volume, customer‑facing service desk environment.

You will deliver frontline IT support, guide users through issues, and maintain clear records while working across multiple platforms including ServiceNow where relevant.

Qualifications

• Strong commitment to customer service.
• Resilience and courage in a demanding role.
• Ability to manage self, take initiative and stay organized.
• Clear and effective communication with customers and colleagues.
• Strong problem-solving skills and logical thinking.
• Practical experience with multiple technology platforms; familiarity with ServiceNow is a plus.

Responsibilities

• Deliver high-quality customer service in a shared services contact centre.
• Provide initial advice and direction for functional and technical IT issues.
• Maintain accurate data records in the ticketing system and case logs.
• Handle enquiries promptly while safeguarding confidentiality and discretion.

Skills

Strong commitment to customer service

Resilience and courage

Self-management and initiative

Effective communication

Problem solving

Solid technical experience with multi-

Tools

Service Now

Job description

11th January start - 6 month initial assignment -Parramatta, Newcastle, Wollongong and Bathurst locations - $36.81 per hour + super

IT Service Desk Officers

Deliver high-quality customer service and to support internalby providing initial advice and direction in relation to both functional and technical IT related issues; and other related queries within a shared services contact centre environment.

Key accountabilities:

• Ability to deliver high-quality customer service, through strong customer engagement in a high volume contact centre environment
• Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
• Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
• Ability to confidently use multiple technology platforms and databases
• Must adhere and meet to Contact Centre KPI’s on a daily and monthly basis

Selection criteria:

• Strong commitment to customer service
• Display resilience and courage
• Manage self, including accountability and initiative
• Communicate effectively
• Think and solve problems
• Preferred knowledge of the Service Now ticket management system but not essential.
• Good technical experience, with the ability to use multiple technology platforms.

Successful candidates must obtain a Working with Children Check for this role.