Service Desk Officer

Waverley Council; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

4-day workweek (office)

Fitness Passport membership

Bondi Junction location

Community focused culture

Close to public transport

Wellness & health programs

Employee Assistance Program

Job summary

Waverley Council is seeking a driven Service Desk Officer to support IT Operations with onsite and remote assistance for staff and external users. The role emphasizes high-quality customer service, rapid issue resolution, and active participation in asset deployment and documentation.

Bondi Junction based with agile 4-day office work opportunities and wellness programs. The role supports a community-focused service culture and offers a permanent full-time contract with a 35-hour week, near

Qualifications

• ICT support experience including desktop, peripherals and Microsoft 365.
• Excellent customer service and written/spoken communication.
• Ability to work in a team and manage time effectively.

Responsibilities

• Provide onsite and remote technical support to internal and external stakeholders, including hybrid meeting support.
• Diagnose issues and deliver targeted resolutions with high service levels.
• Support IT Operations in responding to priority requests.
• Install computers, mobile devices, software and peripherals from out of the box.
• Develop and maintain self-service and user documentation to promote self-learning.
• Assist with deployment and replacement of IT assets.
• Support a culture of customer service, ethics and continuous improvement.

Skills

Interpersonal skills

Customer service

Teamwork

Time management

Problem solving

Microsoft 365 experience

Active Directory

Client-server support

Remote/ onsite support

Education

Diploma or advanced IT certificate

Tools

SCCM

Microsoft 365 Admin Center

Remote desktop tools

Job description

Waverley Council is seeking a passionate and experienced Service Desk Officer to play a key role in advancing Council’s priorities relating to the IT Operations & Services team.

Salary, Perks and Well-being!

• Permanent full time
• 35 hours per week
• Agile working opportunity – Work 4 days a week from office
• Discounted gym membership through Fitness Passport
• Based in Bondi Junction within 5-minute walk of the train station
• Community focused, values driven service
• Close to public transport
• A supportive and inclusive work culture
• Contribute to the safety and well-being of the local community
• Wellness that works for you! From annual skin checks and flu shots to our bi-annual health fair, we’re committed to helping you stay healthy
• Employee Assistance Program

In this role you will:

• Provide quality onsite and remote technical support to internal and external stakeholders including hybrid meeting support.
• Deliver high levels of customer support and services in order to accurately diagnose issues and provide targeted and successful resolutions.
• Assist the IT Operations team in responding to customer requests based on priorities.
• Installation of computers, mobile handsets, software, and peripherals from out of the box.
• Contributes to the development and maintenance of self service and user documentation to promote skills development and a culture of self-learning amongst staff.
• Assist with deployment & replacement of IT assets.
• Contribute to the culture of customer service and organisational efficiency and effectiveness by acting ethically, honestly and fairly at all times.
• Contribute to the culture of continuous improvement in the department.
• Any other duties that may be reasonably determined from time to time by the IT Operations Manager and Executive Manager.

Skills & Qualifications

• Tertiary qualification, diploma or advanced certificate, relating to computer hardware, software or networking
• Proven experience in an ICT support role including experience with the installation, maintenance and support of desktop computers and peripherals in a Microsoft environment including Microsoft 365.
• Excellent interpersonal and communication skills (written and verbal) to enable provision of quality customer service.
• Proven ability & commitment to work in a team environment and form co-operative relationships with staff.
• Excellent time management and problem-solving skills with the ability to prioritise conflicting tasks.
• Ability to support client-server applications.
• Demonstrated ability and experience managing users in a Microsoft Active Directory environment and experience managing network computing environments including proficiency with a relevant system management tool such as SCCM.

Please note that pre-employment checks are part of the recruitment process. Depending on the volume and suitability of applications received, the vacancy may close prior to the advertised closing date. Shortlisting and interviewing may commence prior to the closing date. Early applications are therefore encouraged.

*Previous candidates need not apply

About Waverley Council

At Waverley Council, our values of Respect, Integrity, Innovation, Collaboration and Careguide how we work together, deliver, lead and support our community.

We are committed to providing an accessible and inclusive recruitment process. If you require adjustments or support at any stage, please contact our People and Culture team at ***********@waverley.nsw.gov.au.

Waverley Council is committed to providing equal employment opportunities to all candidates.

We value diversity. We encourage applications from people from diverse groups, including, but not limited to, Aboriginal and Torres Strait Island people; people from culturally diverse backgrounds; young people; older workers; people with disabilities; LGBTQIA+; and other minority groups.

We fully support the aims and objectives of the NSW Officer of Children's Guardian and Child Protection legislation. We will implement necessary practices to ensure safety.