Service Desk Officer

Chandler Macleod; Ballarat; Hybrid; AUD 51,000 - 73,000; Full time

Job summary

Chandler Macleod in Ballarat is seeking a Service Desk Officer to provide frontline ICT support and customer service to internal users. This role is based in Ballarat, with full-time hours Monday to Friday and a contract through to 9 January 2027, paying $45 per hour plus Super.

You will log and manage support requests, perform initial troubleshooting, and escalate complex issues while delivering professional, customer-focused assistance to ensure timely incident resolution.

Qualifications

• Strong customer service experience.
• Excellent communication and interpersonal skills.
• Sound Windows computing skills and knowledge.
• Strong critical thinking and problem-solving abilities.
• High levels of reliability and accountability.
• Willingness to learn and develop technical skills.
• Ability to remain calm and empathetic when assisting users.

Responsibilities

• Answering and managing incoming support calls.
• Logging and updating tickets within the service management system.
• Performing initial technical investigations and troubleshooting.
• Escalating complex issues where required.
• Providing professional and customer-focused support.
• Maintaining accurate records and documentation.

Skills

Customer service

Communication

Windows skills

Troubleshooting

Reliability

Learning mindset

Empathy

Job description

Service Desk Officer

Ballarat | $45 per hour + Super | Contract until January 2027

We are seeking a Service Desk Officer to join a highly regarded emergency services organisation, providing frontline ICT support and customer service to internal users.

This is an excellent opportunity for someone with strong customer service skills, sound computer knowledge and a genuine willingness to learn.

Based in Ballarat, this role offers full-time hours Monday to Friday and is an initial contract through to 9 January 2027, with the potential for extension.

About the Role

As a Service Desk Officer, you will be the first point of contact for users requiring technical support. You will be responsible for logging and managing support requests, troubleshooting issues and providing excellent customer service to ensure timely resolution of incidents.

Key responsibilities include:

• Answering and managing incoming support calls
• Logging and updating tickets within the service management system
• Performing initial technical investigations and troubleshooting
• Escalating complex issues where required
• Providing professional and customer-focused support
• Maintaining accurate records and documentation

About You

To be successful in this role, you will bring:

• Strong customer service experience
• Excellent communication and interpersonal skills
• Sound Windows computing skills and knowledge
• Strong critical thinking and problem-solving abilities
• High levels of reliability and accountability
• A willingness to learn and develop technical skills
• The ability to remain calm and empathetic when assisting users

Desirable:

• Previous call centre or service desk experience
• Current driver’s licence

Please note:

Should the contract be extended, the role may transition into a 24/7 rotating roster environment with hybrid working arrangements available.

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.