Services Officer

BaptistCare NSW & ACT; The Hills Shire Council; Hybrid; AUD 60,000 - 76,000; Full time

Job summary

BaptistCare NSW & ACT is seeking a Services Officer to deliver customer‑focused IT support to end users across devices, apps and infrastructure. Based in Norwest with hybrid work after training, you’ll log and resolve incidents and service requests in line with SLAs.

You’ll join the Information & Digital team and help improve service delivery while championing cyber security best practices and knowledge sharing across internal and external stakeholders.

Qualifications

• 2+ years corporate IT experience.
• Tertiary qualifications in Computer/IT disciplines.
• Experience delivering customer‑focused IT support under SLAs.
• Strong knowledge of ITIL processes (Incidents, Problems, Changes).
• Comfort with hybrid work arrangements and cross‑team collaboration.

Responsibilities

• Deliver customer‑focused technical support to end users.
• Log, prioritise and resolve incidents and service requests.
• Support end user devices, apps and infrastructure.
• Promote knowledge sharing and cyber security best practices.
• Collaborate with internal/external stakeholders to improve service delivery.

Skills

Customer service

IT support

Troubleshooting

Hybrid work

Incident handling

Education

Tertiary qualifications in Computer/IT

Tools

Active Directory

Citrix

Remote Desktop

Job description

• 6 months max term fulltime opportunity with view to extend
• Based in Norwest, Sydney Head Office offering potential hybrid work arrangements after initial training
• Be part of a collaborative IT Services team supporting the organisation’s technology and end users

About the Role:

As a Services Officer, you will deliver customer‑focused technical support to end users across a broad range of technologies. You will act as a key point of contact for IT services, ensuring incidents and service requests are accurately logged, prioritised and resolved in line with agreed service levels. You will work collaboratively with internal teams to maintain reliable technology services and deliver positive customer outcomes.

You will support end user devices, applications and infrastructure, champion knowledge sharing and cyber security best practices, and work collaboratively with internal and external stakeholders to continually improve service delivery and customer outcomes.

About the Team:

The Information & Digital team empowers BaptistCare by delivering innovation, transformational projects, advanced analytics, seamless technology operations, and risk management. You’ll join a collaborative team that values creativity, flexibility, and a solutions-focused approach.

About You:

• 2+ years corporate IT experience
• Tertiary qualifications in Computer/IT Disciplines
• Demonstrated understanding of the principles of a customer focused service supported by the ability to respond to queries in a friendly and professional manner when under pressure
• Excellent troubleshooting skills in infrastructure, applications, desktop and mobile technologies
• Ability to multi-task and prioritise
• Sold knowledge of Active Directory, Citrix and remote desktop tools
• Solid understanding of infrastructure, applications, desktop and mobile technologies used to underpin and deliver IT Services to customers
• High competency level within the Microsoft stack (365, Windows and Office)
• Demonstrated ability to adapt to new environments/systems and respond to changing demands
• Capacity and willingness to participate in multi-skilling/job rotation exercises
• Current NSW driver’s License and access to a reliable motor vehicle
• Excellent oral and written communication skills, including knowledge documentation skills and ability to communicate with users of different technical persuasions
• Strong customer service orientation with the ability to work under pressure and a demonstrated ability to meet deadlines
• Strong understanding of ITIL practises (Incident, Problem, Change, etc)
• Ability to work within a Hybrid environment (Office, Site, & Home)
• Ability to develop relationships within a team and across related teams
• Taking responsibility in achieving the objectives of a team
• Demonstrate an understanding and appreciation of BaptistCare’s Christian identity and promote the organisation’s values through interactions at work

Ready to make a meaningful impact and work alongside people who genuinely care? We’d love to hear from you.

About Us:

We are proud to be part of the merged care organisation that will be known nationally as BaptistCare. As a for purpose, Christian care organisation, we are committed to providing exceptional support and services across Australia. Together with Baptcare (VIC, TAS, SA) and Baptist Care SA we employ over 12,000 dedicated employees and support over 38,000 customers to help people live well with dignity and purpose. From older Australians and their families to people facing significant disadvantage, our passion and our priority are the customers we serve.We strive to deliver care as it should be – with people right at the centre.

We love what we do and the communities we help. With us you can deliver life transforming care, create a career you’ll love, and join a team who make a difference.

Successful applications will be subject to a variety of background checks including police background check via our online police check system.

BaptistCare – Transforming lives by expressing the love of Christ.