Service Desk Officer

Blacktown City Council; Blacktown; On-site; AUD 78,000 - 97,000; Full time

Benefits offered by this job

Flextime

12% superannuation

Wellbeing programs

Training and development

Job summary

Blacktown City Council is seeking a Service Desk Officer to be the initial contact for ICT support. You will respond to calls and emails, troubleshoot issues, and resolve incidents while escalating complex problems.

The role covers staff across Council sites and remote locations, including setting up laptops and AV technology, and maintaining records with the IT service management system. This hands-on ICT role requires clear communication, problem solving, and ownership from issue to

Qualifications

• Experience in ICT helpdesk or service desk roles.
• Excellent communication and customer service skills.
• Ability to troubleshoot hardware and software issues across devices.
• Familiarity with Windows 10/11 environments and AV tech.

Responsibilities

• Answer calls and emails, triage and resolve incidents and service requests.
• Escalate complex problems as needed.
• Support staff across Council sites and remote locations.
• Set up and configure laptops, hardware and software.
• Assist with meeting room and audiovisual technology.
• Maintain equipment records and documentation in the ITSM system.

Skills

ICT support

Customer service

Windows 10/11

Troubleshooting

Incident management

Communication

Tools

IT service management system

Job description

Lead with purpose. Shape progress for a growing city.

Help support one of Australia's fastest growing communities by ensuring staff have the technology and support they need to deliver services to the community every day.

As a Service Desk Officer, you are the first point of contact for Information and Communication Technology (ICT) support across Council. You respond to calls and emails, troubleshoot technical issues, resolve incidents and service requests, and escalate complex problems when required. This role supports staff across Council sites and remote locations, helping them return to work quickly and effectively.

Your work is hands on and varied. You set up and configure laptops, hardware and software, support Windows 10 and 11 environments, assist with meeting room and audio visual technology, maintain equipment records and keep documentation up to date. You use Council's IT service management system to track issues, monitor progress and deliver a high standard of customer service.

This role suits an ICT professional who enjoys solving problems and helping people. You can explain technical information clearly, build positive relationships with staff at all levels and take ownership of issues through to resolution.

In return, you will enjoy stable employment and opportunities to develop your career with one of NSW's most progressive councils.

At Blacktown City Council, good people make great teams - and great teams build great cities. Here, you will find the stability and support to keep growing, along with:

• a secure, permanent, full-time role with one of Australia's largest councils
• an entry level salary commencing at $1,929.90 per week
• access to Council's flextime arrangement
• 12% superannuation and competitive leave entitlements
• ongoing training and development support
• access to Fitness Passport, social clubs and wellbeing programs.

Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.

We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.