Service Desk Officer

Wirrigan Group; Parramatta; On-site; AUD 55,000 - 75,000; Full time

Job summary

Wirrigan Group in Parramatta, Australia, is seeking a Service Desk Officer on a 6-month contract. You will be the first point of contact for ICT incidents, providing basic hardware and software support and ensuring timely resolution within defined service levels.

The role emphasizes strong customer service and clear communication with internal stakeholders. Candidates should have experience in a service desk or contact centre and are welcome to apply if they have Remedy experience or willingness

Qualifications

• Experience in an operational service desk or contact centre.
• Strong customer service focus with excellent communication.
• Ability to troubleshoot basic hardware and software.
• Familiarity with Remedy helpdesk is a plus.

Responsibilities

• Act as the first point of contact for ICT inquiries and incidents.
• Troubleshoot and resolve basic hardware and software issues.
• Log, prioritise, and escalate incidents within SLAs.
• Collaborate with technology teams to ensure timely resolution.
• Communicate technical information clearly to customers.
• Demonstrate strong customer service focus.

Skills

Customer service

Communication

Troubleshooting

Incident management

Tools

Remedy

Job description

Commence on 11/01/2027, 6 months contract

35 hours per week

As a Service Desk Officer, you will be the first level of technical resolution for all reported ICT-related incidents and requests, working closely with key internal stakeholders across various technology units to ensure efficient and effective service delivery.

The ideal candidate will demonstrate a strong commitment to customer service, excellent communication skills, and the ability to resolve technical issues in a timely and professional manner.

Key responsibilities:

• Act as the first point of contact for all ICT inquiries and incidents.
• Troubleshoot and resolve basic hardware and software issues.
• Log, prioritise, and elevate incidents as required within agreed service levels.
• Collaborate with other technology teams to ensure timely resolution of issues.
• Communicate technical information clearly and effectively to customers.
• Proven experience in an operational service desk or contact centre environment.
• Strong customer service focus with a proactive and positive attitude.
• Familiarity with the Remedy helpdesk framework (preferred but not essential).
• Ability to meet deadlines and deliver outcomes within agreed schedules.
• Excellent verbal and written communication skills.

This position is open to candidates with full working rights in Australia. Only shortlisted applicants will be contacted.