ICT Service Desk Officer
Hybrid · Parramatta, New South Wales, Australia
Job Summary
This role delivers first-line ICT support to the business, triaging and resolving incidents and requests related to end-user devices and applications, with focus on first call resolution within defined SLAs. You will record details in the Service Desk portal, escalate where appropriate, and support ICT change initiatives while contributing to knowledge base articles. The position requires a 7-day rotating roster and hybrid work arrangements, backed by strong customer service and an analytical approach to interpreting data. The successful candidate will have a large Windows environment background, ITIL foundations, and hands-on experience with Azure AD, Exchange (M365), SCCM, Intune, MDM, and ITSM tools, along with a solid understanding of council infrastructure and cyber security principles.
Required Qualifications
- Tertiary qualifications in computing or ICT or relevant industry experience
- ITIL v3/4 foundations certification
- Demonstrable experience with Azure Active Directory, Exchange Management Console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools
Additional Requirements
- Australian or New Zealand citizenship or permanent resident in Australia (required to apply)
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