Senior IT Service Desk Officer

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

The opportunity

A key public sector organisation is embarking on a high-profile program of work and is looking for a couple of Senior IT Service Desk Officer to join its technology team. This is a fast-paced, mission-critical environment where your experience, calm under pressure attitude and strong customer focus will make a real difference. You’ll be the go-to technical escalation point for the service desk, delivering Level 1 and 2 support while mentoring junior team members and helping the team meet critical delivery deadlines.

What you’ll be doing

• Delivering Level 1 and 2 support for user enquiries and service requests via the ticketing system, walk-ups and phone, with prompt resolution and minimal downtime
• Troubleshooting and resolving network connectivity and performance issues
• Setting up, supporting and relocating end-user hardware, including desktops, laptops, monitors, tablets, smartphones, desk phones, printers, AV equipment and accessories, within SLAs
• Delivering and installing ICT hardware at various NSW locations as required
• Overseeing high-priority incidents, ensuring restoration plans are documented with clear action owners and follow-up dates
• Coordinating computer rollouts across business streams, with thorough tracking and escalation where needed
• Testing hardware for compatibility with business applications and infrastructure
• Executing approved software deployments with minimal user disruption
• Mentoring junior team members and acting as a primary technical escalation point

About you

• Solid experience in the IT industry, including a senior or Level 2 service desk or desktop support role
• Excellent customer service and communication skills, including the ability to guide and train others
• Good understanding of Windows operating systems, Microsoft 365, MS Office and common applications such as Adobe Reader
• Demonstrated ability in configuring, troubleshooting and repairing network hardware
• Experience managing high-priority incidents
• Experience in IT project delivery and coordinating rollouts
• Good understanding of ITSM terminology and processes
• Strong time management and prioritisation skills, with the ability to work under pressure and meet strict deadlines in a mission-critical environment

Work arrangements

Primarily based in the Sydney CBD, with some travel to other locations as required

This is a fully onsite role and is not suitable for working from home

During peak delivery periods, you may be required to work rostered hours, after hours and weekends