Service Desk Officer

City of Adelaide; Adelaide; On-site; AUD 84,000 - 102,000; Full time

Job summary

The City of Adelaide is seeking a Service Desk Officer to deliver exceptional customer support for IT and telecommunications systems. You will investigate and resolve issues, configure systems, and ensure IT services run smoothly across the organisation, with a strong focus on user satisfaction.

You will manage information management infrastructure, ensuring security, uptime and performance in line with ITIL practices, and assist with licensing, upgrades and documentation.

Qualifications

• Experience supporting complex networks, servers and desktops in large-scale environments.
• Experience providing operational support to a technical Service Desk in large-scale environments.
• Ability to analyze and understand complex IT infrastructure and workflows.

Responsibilities

• Investigate and resolve technical issues across IT and telecom systems.
• Configure systems and ensure services run smoothly across the organisation.
• Provide frontline user support via Service Desk and face-to-face interactions.
• Maintain information management infrastructure for availability, security and performance.
• Ensure software licensing, upgrades and performance monitoring are compliant.
• Develop documentation and support quality management processes.

Skills

Networks

Servers

Desktop PCs

Operational support

ITIL basics

Customer focus

Tools

ITIL MOF

Job description

• Full time, permanent opportunity
• Starting at $92,916 + 12% superannuation
• A role where you drive the outcomes

About the Opportunity

As part of our Information Management Program, the Service Desk Officer plays a vital role in providing exceptional customer support for IT and telecommunications systems. You will be responsible for investigating and resolving technical issues, configuring systems, and ensuring IT services run smoothly across the organisation. With a strong focus on customer service, you’ll assist users via the Service Desk and face-to-face interactions while offering guidance on system improvements.

In this role, you will also manage and maintain assigned information management infrastructure, ensuring operational availability, security, and performance in line with industry best practices and ITIL methodologies. You'll also be responsible for compliance with software licensing, system upgrades, and performance monitoring to maintain technical excellence. Your expertise will contribute to maintaining high standards in system security configurations, documentation development, and quality management processes.

To view a copy of the position description, please clickhere.

About You

To be successful in this role you will have:

• Experience in supporting complex networks, servers, specialised software and desktop computers in a large scale computing environment.
• Experience in providing operational support and supporting a technical Service Desk in a large scale computing environment.
• Ability to apply analytical and technical skills to develop a thorough understanding of a complex infrastructure environment and the work processes associated with operational management.
• Experience working within a medium-large enterprise utilising the ITIL (or MOF) fundamentals and frameworks for IM Systems Management.
• Commitment to placing the customer at the centre of everything we do demonstrated through the provision of timely, reliable and expert advice on matters within area of responsibility.

About Us

Located in the geographic heart of Kaurna Country, the City of Adelaide celebrates its cultural heritage, unique natural surrounds and structures its footprint in a way that allows it to adapt to the changing needs of the community and a dynamic global landscape. Our focus is on our community’s wellbeing and quality of life - investing in city improvements and on future planning, so we continue to design a liveable city where future generations can continue to live authentic and meaningful lives. This is an exciting opportunity to join our team and be a bigger part of our amazing city!

To find out how a role with City of Adelaide is able to impact the community, please watch this video here.

The Information Management Program delivers integrated technology solutions that improve access to information, streamline processes, and encourage collaboration across the organisation, to enable the delivery of customer focused services to our community.

At the City of Adelaide, we thrive in an environment that is welcoming, inclusive and safe, and celebrates difference. We value and embrace our diverse perspectives and recognise the value diversity has in fuelling innovation and enabling brilliant experiences for our diverse community.

Applications close at 11.59pm, 3 September 2026.

Please be advised this is for a full time, permanent position with a starting salary at the Level 4 Classification at $92,916 + 12% superannuation.

As part of the recruitment process candidates will be required to undertake a National Police Check.

We continue to work hard to ensure our recruitment process is safe for people of diverse backgrounds.

We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Our commitment to inclusivity means we welcome applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and candidates from with a range of lived experiences.

If you require assistance with our recruitment process, you are more than welcome to connect with our People Services team on [phone] [e-mail]