Service Desk Support Officer

Link Wentworth; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Extra annual leave options

Salary packaging options

Career growth opportunities

Strong team culture

Job summary

Link Wentworth is seeking an IT Service Desk Support Officer to provide first-line support for internal staff. This office-based role supports a Microsoft environment, with emphasis on M365, Windows, and Active Directory.

You will resolve Level 1 issues, manage user accounts, and maintain tickets with ITIL-aligned processes, contributing to a smooth employee experience in a fast-paced setting.

Qualifications

• Minimum 2 years in an IT Support, Help Desk, or Service Desk role.
• Strong knowledge of Microsoft 365, Windows and Active Directory.
• Experience with IT ticketing systems such as ServiceNow or ManageEngine.
• Excellent communication and customer service skills.
• Willingness to be office-based five days per week.

Responsibilities

• Provide first point of contact IT support via phone, email, ticketing system and face-to-face.
• Troubleshoot Level 1 issues including Microsoft 365, Windows, devices and network connectivity.
• Manage user accounts, password resets, onboarding/offboarding, and access permissions.
• Log, categorise and prioritise incidents in line with SLA and ITIL practices.
• Escalate complex issues to internal teams or external service providers as required.
• Support hardware setup, deployment and maintenance including laptops, mobile devices and peripherals.
• Maintain accurate records and contribute to knowledge base documentation.
• Assist with IT asset management and equipment tracking processes.

Skills

Microsoft 365

Windows

Active Directory

Ticketing systems

Customer service

Communication skills

Education

IT qualification (degree, diploma or equivalent)

Tools

ServiceNow

ManageEngine

Job description

About the Role

• Full Time position (35 hours/week)
• Permanent opportunity
• Office based in West Ryde (5 days per week)

The IT Service Desk Support Officer is responsible for providing first-line technical support to internal staff across Link Wentworth. This role acts as the first point of contact for IT support, delivering efficient and customer-focused assistance across a Microsoft-based environment, including Microsoft 365, Windows, and Active Directory.

You will play a key role in ensuring IT issues are resolved quickly and effectively, supporting business operations and enhancing the overall employee experience.

Key areas of responsibility include:

• Providing first point of contact IT support via phone, email, ticketing system, and face-to-face
• Troubleshooting and resolving Level 1 technical issues including Microsoft 365, Windows, devices, and network connectivity
• Managing user accounts, password resets, onboarding/offboarding, and access permissions
• Logging, categorising, and prioritising incidents in line with SLA and ITIL practices
• Escalating complex issues to internal teams or external service providers as required
• Supporting hardware setup, deployment, and maintenance including laptops, mobile devices, and peripherals
• Maintaining accurate records and contributing to knowledge base documentation
• Assisting with IT asset management and equipment tracking processes.

Who we are looking for:

The ideal candidate will have:

• Demonstrated experience (minimum 2 years) in an IT Support, Help Desk, or Service Desk role
• Strong technical knowledge of:
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Windows desktop environments
• Active Directory / user administration
• IT ticketing systems (e.g. ServiceNow, ManageEngine)
• Demonstrated ability to troubleshoot and resolve technical issues efficiently
• Strong communication skills with the ability to explain technical concepts clearly

You will also be:

• Customer-focused with a strong commitment to service excellence
• A collaborative team player who enjoys helping others
• Able to manage competing priorities in a fast-paced environment
• Highly organised with strong attention to detail
• Proactive and solutions-focused with a continuous improvement

You will also need:

• Relevant IT qualification (degree, diploma or equivalent experience)
• Willingness to undergo a National Police Check to Link Wentworth’s satisfaction
• Willingness to undergo an NDIS Workers Check
• Willingness to be office-based five (5) days per week
• Flexibility to travel between sites and occasionally work after hours if

Who are we and why should you join us?

Link Wentworth is an ambitious and growing housing andhomelessness service, based in Greater Sydney. With the NSW rental and housingcrisis reaching breaking point, our services are needed more than ever in ourcommunities.

Link Wentworth offers staff:

• A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
• Opportunities to grow your career in IT within a supportive environment
• Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year
• A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
• Meaningful and fulfilling employment, improving the lives of others every single day

+ Much, much more!!!