About the role
The Service Desk Officer provides customer-oriented IT support as the first point of contact. Reporting to the Senior Service Desk Officer, this role involves managing incidents and service requests to ensure efficient resolutions in a contact centre-driven helpdesk environment, using remote support tools and in-person assistance as required.
Responsibilities
* Deliver responsive IT support as the first point of contact for Council staff and stakeholders, logging, prioritising, troubleshooting, and resolving incidents and service requests with a strong customer focus.
* Provide helpdesk, desktop, and field support across a seven-day roster, including after-hours and on-call duties, remote assistance, device/software setup, and escalation of complex issues where required.
* Support continuous service improvement and compliance by maintaining documentation, contributing to service desk processes, assisting with disaster recovery and business continuity activities, and adhering to Council policies, WH&S, and risk management requirements.
Qualifications
* Certificate III in Information Technology or related field OR demonstrated solid contemporary experience in a similar role, combined with ongoing professional development.
Working arrangements and benefits
* 9 day fortnight with RDO; flexible and hybrid working arrangements, including work from home
* Permanent full-time role with hybrid and flexible working conditions (2 days from home, 3 days onsite)
* Role based at Wyong Administration Building with some rostered work at other sites; Class C driver's license preferred
Equal opportunity and safety
Central Coast Council is committed to equal opportunity employment and to providing a safe environment that protects the wellbeing of employees and the community.
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