Senior IT Service Desk Lead for Critical Operations

Enterprise IT Resources; Sydney; On-site; AUD 110,000 - 132,000; Full time

Job summary

Enterprise IT Resources in Sydney is seeking a Senior IT Service Desk Officer to deliver Level 1 and Level 2 IT support, manage high-priority incidents and coordinate hardware deployments. The role demands strong technical capabilities, excellent communication skills and the ability to handle competing priorities during critical election events.

You will mentor junior team members and contribute to continuous improvement of IT service delivery, ensuring SLAs are met and knowledge base articles

Qualifications

• Experience in IT support or service desk environments.
• Strong customer service and stakeholder engagement.
• Excellent verbal and written communication.
• Ability to work under pressure in fast-paced environments.
• Proficiency with Windows OS, Office 365 and common business apps.
• Experience coordinating IT incidents and hardware rollouts.
• Familiarity with ITSM terminology and processes.

Responsibilities

• Deliver Level 1 and Level 2 IT support, responding to user enquiries and service requests through the ticketing system, telephone and face-to-face support.
• Troubleshoot and resolve network connectivity, hardware, software and system performance issues.
• Configure, install, relocate and maintain end-user ICT equipment, including desktops, laptops, printers, monitors, mobile devices, desk phones and audio-visual equipment.
• Deliver and install ICT hardware across various locations as required.
• Manage high-priority incidents, ensuring restoration plans, action owners and follow-up timeframes are clearly documented.
• Coordinate computer rollouts across business areas, tracking progress, following up outstanding actions and escalating issues where necessary.
• Conduct hardware testing and compatibility assessments to ensure equipment meets business application and infrastructure requirements.
• Implement approved software deployments, minimising disruption to business operations.
• Maintain and improve IT service delivery documentation, knowledge base articles and operational processes.
• Prioritise and manage workloads in accordance with team objectives and Service Level Agreements (SLAs).
• Support IT change initiatives by identifying opportunities to improve systems, processes and service delivery.
• Mentor and support junior IT team members, acting as a primary technical escalation point.

Skills

IT service desk experience

Customer service

Communication skills

Time management

Technical troubleshooting

Tools

Windows

Microsoft Office

Microsoft 365

Adobe Acrobat Reader

Job description

Enterprise IT Resources in Sydney is seeking a Senior IT Service Desk Officer to deliver Level 1 and Level 2 IT support, manage high-priority incidents and coordinate hardware deployments. The role demands strong technical capabilities, excellent communication skills and the ability to handle competing priorities during critical election events.

You will mentor junior team members and contribute to continuous improvement of IT service delivery, ensuring SLAs are met and knowledge base articles