Helpdesk Support Officer

Office of the National Rail Safety Regulator; Nerwa; On-site; INR 3,633,000 - 4,954,000; Full time

Job summary

The Office of the National Rail Safety Regulator (ONRSR) is seeking a Helpdesk Support Officer to deliver IT operational support and ensure a seamless technology experience for staff across Australia.

You will respond to service tickets, assist with new starter IT setup and user access management, and troubleshoot issues to mitigate reoccurrences while maintaining system performance. The role reports to the Manager, Service Delivery & IT Operations and supports about 180 staff nationwide.

Qualifications

• Minimum 1–2 years’ relevant experience in a similar role.
• ITIL knowledge and SQL Server/SQL proficiency.
• Experience supporting Windows 11, Office 365, Active Directory and other Microsoft applications.
• Strong interpersonal and customer service focus.
• Ability to rapidly learn systems and processes.
• Excellent written and verbal communication and organizational skills.

Responsibilities

• Provide day-to-day IT operational support to staff.
• Handle service tickets and issue troubleshooting to prevent recurrences.
• Assist with new starter IT setup and user access management.
• Maintain system performance and user experience across the organization.

Skills

ITIL knowledge

SQL

Windows 11 support

Office 365

Active Directory

Customer service

Communication

Tools

Microsoft SQL Server

Power Platform

Dynamics

Office 365 tools

Job description

About The Opportunity

The Helpdesk Support Officer uses their high-level interpersonal, written and verbal communications skills to deliver IT operational support and ensure a seamless technology experience for all staff.

Reporting to the Manager, Service Delivery & IT Operations, you will provide day-to-day technical support and assistance, actively troubleshooting issues, mitigating reoccurrences, supporting end users and maintaining system performance. You will act upon service tickets, provide technical set up for new starters and support user access management.

With approximately 180 employees nationally, the organisation has recently undergone a restructure within its technology division, identifying new capabilities to support its future direction – so it’s an exciting time to join!

About You - Your Impact And Contribution

To be successful in the position you should have:

• Minimum of 1-2 years’ relevant experience in a similar role
• Understanding of the Information Technology Infrastructure Library (ITIL), Microsoft SQL Server and SQL
• Experience in supporting Microsoft Operating systems (Windows 11), Office365, Active Directory and other Microsoft applications (Power suite, Dynamics, etc)
• High level interpersonal skills and a strong customer service focus
• Ability to master a range of systems and processes quickly
• Excellent written and verbal communications, sound organisational skills.

Our Organisation and Culture

The Office of the National Rail Safety Regulator (ONRSR) has the responsibility for regulatory oversight of rail safety throughout Australia. As an independent regulatory authority, ONRSR pursues safe railways for Australia by encouraging safe rail operations, enforcing national compliance with the Rail Safety National Law and promoting and improving rail safety across the country.

Be part of a values-led organisation with a strong commitment to its Culture Blueprint - the foundation for our purposeful, diverse and inclusive workplace and a key contributor to how we achieve our vision of Safe Railways for all Australians.