Service Desk Officer

Business NSW; Sydney; On-site; AUD 50,000 - 80,000; Full time

Job summary

Business NSW is seeking a Service Delivery Officer to join our ICT team in Parramatta. This full-time role provides Level 1–2 IT support, troubleshoots hardware and software, and manages tickets via ServiceNow, contributing to reliable technology services across the organisation.

The ideal candidate holds a Certificate IV or Diploma in Information Technology or a related field, with experience in a Service Desk or Helpdesk, strong customer service, and solid problem-solving skills.

Qualifications

• Certificate IV or Diploma in Information Technology or a related field.
• Experience in a Service Desk, Helpdesk, Desktop Support or IT Support role.
• Strong troubleshooting and problem-solving capabilities.
• Excellent customer service and communication skills.
• Experience using ticketing systems (ServiceNow advantageous).
• Understanding of Microsoft 365, Windows devices and end-user technologies.
• Knowledge of ITIL service management principles highly regarded.

Responsibilities

• Providing Level 1 and Level 2 end-user support
• Troubleshooting hardware, software and mobile device issues
• Managing tickets, incidents and service requests through ServiceNow
• Deploying and configuring laptops, monitors, printers and mobile phones
• Maintaining ICT asset records and supporting hardware procurement
• Delivering onsite support at our Parramatta office
• Supporting service improvement initiatives and operational processes
• Working with internal ICT specialists and external technology vendors

Skills

Troubleshooting

Customer service

ServiceNow

Microsoft 365

Windows

Education

Certificate IV or Diploma in Information Technology

Tools

ServiceNow

Job description

Full-Time | IT Support & Service Delivery

Do you enjoy solving technical problems and delivering great customer service?

Business NSW is looking for a proactive Service Delivery Officer to join our ICT team. This role is ideal for someone with a Certificate IV or Diploma in Information Technology and experience providing IT support through a Service Desk, Desktop Support or Helpdesk environment.

You’ll support staff across the organisation by resolving incidents, managing IT equipment and helping maintain reliable technology services.

What You’ll Be Doing

Providing Level 1 and Level 2 end-user support

Troubleshooting hardware, software and mobile device issues

Managing tickets, incidents and service requests through ServiceNow

Deploying and configuring laptops, monitors, printers and mobile phones

Maintaining ICT asset records and supporting hardware procurement

Delivering onsite support at our Parramatta office

Supporting service improvement initiatives and operational processes

Working with internal ICT specialists and external technology vendors

About You

Certificate IV or Diploma in Information Technology or a related field

Previous experience in a Service Desk, Helpdesk, Desktop Support or IT Support role

Strong troubleshooting and problem-solving capabilities

Excellent customer service and communication skills

Experience using ticketing systems (ServiceNow advantageous)

Understanding of Microsoft 365, Windows devices and end-user technologies

Knowledge of ITIL service management principles highly regarded

Why Join Business NSW?

Diverse and varied technology environment

Collaborative and customer-focused ICT team

Opportunities to develop technical and service delivery skills

Stable organisation with strong community and business impact

Supportive leadership and ongoing development opportunities

Education, Training & Professional Development

1,001-5,000 employees

For nearly 200 years, we've stood alongside businesses across New South Wales – evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we’re here to help you thrive in a changing world.

For nearly 200 years, we've stood alongside businesses across New South Wales – evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we’re here to help you thrive in a changing world.

What can I earn as a Service Desk Officer