Senior IT Service Desk Officer - $88 per hour

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

Senior IT Service Desk Officer - $88 per hour

Sydney CBD | $88 per hour including super | Contract until 30 June 2027 I 8 hours per day

Senior IT Service Desk Officer

Sydney CBD | $88 per hour including super | Contract until 30 June 2027 I 8 hours per day

About the Opportunity

We are seeking an experienced and customer-focused Senior IT Service Desk Officer to join our IT team in a dynamic, fast-paced and mission-critical environment.

In this role, you will provide Level 1 and Level 2 technical support, ensuring the effective delivery of IT services across the organisation. You will be responsible for resolving technical issues, managing high-priority incidents, coordinating hardware deployments and supporting IT project delivery.

This is a hands-on senior support role requiring strong technical capabilities, excellent communication skills and the ability to manage competing priorities, particularly during critical election events.

You will also act as a key technical escalation point, providing guidance and mentoring to junior team members while contributing to continuous improvement across IT service delivery.

Key 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.

To be successful in this role, you will demonstrate:

• Solid experience working within an IT support or service desk environment.
• Excellent customer service and stakeholder engagement skills.
• Strong verbal and written communication skills, including the ability to provide technical guidance, training and user assistance.
• Demonstrated ability to work effectively under pressure in a fast-paced environment.
• Strong time management, organisational and prioritisation skills.
• Good working knowledge of Microsoft Windows operating systems, Microsoft Office, Microsoft 365 and common business applications such as Adobe Acrobat Reader.
• Demonstrated experience configuring, troubleshooting and repairing network hardware.
• Experience managing and coordinating high-priority IT incidents.
• Experience supporting and delivering IT projects, including hardware rollouts.
• Good understanding of IT Service Management (ITSM) terminology, processes and practices.
• Proven ability to coordinate tasks, manage competing priorities and meet strict deadlines.
• Experience working in a mission-critical environment where service continuity and timely issue resolution are essential.

Working Hours

Standard working hours will apply; however, during events, you may be required to work rostered shifts, after hours and weekends to support critical business operations.

Enterprise IT Resources I Tito Tealdo I *****@eitr.com.au