School Learning Support Officer - Identified - Full Time - Ongoing - Springwoodhigh School

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

Service Desk Support Officer

Posted 1 day ago

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Job Description

About the Role

• Full Time position (35 hours/week)
• Office based in Penrith (5 days per week)

The IT Service Desk Support Officer is responsible for providing first-line technical support to internal staff across Link Wentworth. This role acts as the first point of contact for IT support, delivering efficient and customer-focused assistance across a Microsoft-based environment, including Microsoft 365, Windows, and Active Directory.

You will play a key role in ensuring IT issues are resolved quickly and effectively, supporting business operations and enhancing the overall employee experience.

Key areas of responsibility include:

• Providing first point of contact IT support via phone, email, ticketing system, and face-to-face
• Troubleshooting and resolving Level 1 technical issues including Microsoft 365, Windows, devices, and network connectivity
• Managing user accounts, password resets, onboarding/offboarding, and access permissions
• Logging, categorising, and prioritising incidents in line with SLA and ITIL practices
• Escalating complex issues to internal teams or external service providers as required
• Supporting hardware setup, deployment, and maintenance including laptops, mobile devices, and peripherals
• Maintaining accurate records and contributing to knowledge base documentation
• Assisting with IT asset management and equipment tracking processes.

Who we are looking for:

The ideal candidate will have:

• Demonstrated experience (minimum 2 years) in an IT Support, Help Desk, or Service Desk role
• Strong technical knowledge of:
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory / user administration
• IT ticketing systems (e.g. ServiceNow, ManageEngine)
• Demonstrated ability to troubleshoot and resolve technical issues efficiently
• Strong communication skills with the ability to explain technical concepts clearly

You will also be:

• Customer-focused with a strong commitment to service excellence
• A collaborative team player who enjoys helping others
• Able to manage competing priorities in a fast-paced environment
• Highly organised with strong attention to detail
• Proactive and solutions-focused with a continuous improvement mindset

You will also need:

• Willingness to undergo a National Police Check to Link Wentworth’s satisfaction
• Willingness to undergo an NDIS Workers Check
• Willingness to be office-based five (5) days per week
• Flexibility to travel between sites and occasionally work after hours

Link Wentworth offers staff:

• A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
• Opportunities to grow your career in IT within a supportive environment
• Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year
• A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
• Meaningful and fulfilling employment, improving the lives of others every single day