Senior IT Service Desk Lead - Onsite, Mentoring & Escalations

Ethos BeathChapman; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Ethos BeathChapman is seeking a Senior IT Service Desk Officer to join its technology team in a fast-paced, mission-critical environment. The role is based in Sydney and involves delivering Level 1 and 2 support while mentoring junior staff and supporting critical delivery deadlines.

You will handle escalations, ensure SLA-driven resolutions, and contribute to smooth IT operations across NSW locations. Prior experience in a senior or Level 2 role and strong customer-focused communication are

Qualifications

• Solid IT industry experience with senior or Level 2 service desk or desktop support background.
• Excellent customer service and communication skills, capable of guiding and training others.
• Strong knowledge of Windows OS, Microsoft 365, MS Office and common apps like Adobe Reader.

Responsibilities

• Deliver Level 1 and 2 support for user enquiries and service requests via ticketing system, walk-ups and phone with prompt resolution and minimal downtime.
• Troubleshoot and resolve network connectivity and performance issues.
• Set up, support and relocate end-user hardware (desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV) within SLAs.
• Deliver and install ICT hardware at NSW locations as required.
• Oversee high-priority incidents with restoration plans and owners.
• Coordinate computer rollouts across business streams with tracking and escalation.
• Test hardware for compatibility with business apps and infrastructure.
• Execute approved software deployments with minimal user disruption.
• Mentor junior team members and act as primary technical escalation point.

Skills

Senior service desk

Level 2 support

Customer service

Communication skills

ITSM

Tools

Windows OS

Microsoft 365

MS Office

Adobe Reader

Job description

Ethos BeathChapman is seeking a Senior IT Service Desk Officer to join its technology team in a fast-paced, mission-critical environment. The role is based in Sydney and involves delivering Level 1 and 2 support while mentoring junior staff and supporting critical delivery deadlines.

You will handle escalations, ensure SLA-driven resolutions, and contribute to smooth IT operations across NSW locations. Prior experience in a senior or Level 2 role and strong customer-focused communication are