Tech Support Specialist – IT Service Desk

Randwick City Council; Randwick City Council; On-site; AUD 90,000 - 104,000; Full time

Job summary

Randwick City Council is seeking a Technology Support Officer to join the Information Management & Technology team on a permanent full-time basis. You will provide frontline end-user support, resolve incidents using ITIL processes, and maintain asset records for Microsoft-based environments.

The role emphasizes customer experience, clear communication, and the ability to train staff and liaise with internal and external partners. A strong focus on documentation and security is required.

Qualifications

• Experience providing first point of contact and customer support for technology services.
• Familiar with ITIL incident, problem, service request, access and change management processes.
• Experience using ITSM tools to log incidents, requests and resolutions.
• Knowledge of Microsoft-based end-user computing and networking.
• Strong communication and training skills for users of varying technical ability.
• Ability to triage and escalate tickets to vendors or other teams when needed.

Responsibilities

• Provide first point of contact and customer support for technology services.
• Utilise ITIL processes to resolve incidents, service requests, problems and access control requests, or triage/escalate as needed.
• Log all incidents and resolutions in the IT Service Management tool and communicate with customers.
• Deploy and maintain IT software/hardware assets and keep asset records up to date.
• Develop and maintain operational documentation and end-user guides.
• Adhere to IMT Change Management policies and procedures.
• Understand security principles as they apply to the role.

Skills

ITIL

ITSM tools

End-user computing

Networking

Customer service

User training

Tools

ITSM tools

Job description

Randwick City Council is seeking a Technology Support Officer to join the Information Management & Technology team on a permanent full-time basis. You will provide frontline end-user support, resolve incidents using ITIL processes, and maintain asset records for Microsoft-based environments.

The role emphasizes customer experience, clear communication, and the ability to train staff and liaise with internal and external partners. A strong focus on documentation and security is required.