Service Desk Officer

Wirrigan Group; Sydney; On-site; AUD 39,000 - 52,000; Full time

Job summary

Wirrigan Group is seeking a Service Desk Officer to join our ICT support team in Sydney. This 6-month contract requires 35 hours per week and begins 11 January 2027.

You will be the first point of contact for reported incidents and requests, delivering timely and professional service. The ideal candidate will have strong customer service, clear communication, and basic hardware/software troubleshooting skills, with familiarity with a Remedy helpdesk system preferred.

Qualifications

• Experience in a service desk or contact centre environment.
• Excellent verbal and written communication.
• Ability to meet deadlines within agreed schedules.
• Full working rights in Australia.

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 escalate 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.
• Demonstrate proven experience in an operational service desk or contact centre environment.
• Maintain a strong customer service focus with a proactive attitude.
• Familiarity with the Remedy helpdesk framework is preferred but not essential.

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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?

What can I earn as a Service Desk Officer