ICT Service Desk Officer

Description City of Parramatta is going through unprecedented change and transformation as it becomes Sydney’s Global City. The intensity of growth and investment means that Council, partners, and community have a once-in-a-generation opportunity to shape the City’s future and ensure it is culturally, socially, environmentally, and economically sustainable. About the role This position is responsible for delivering exceptional customer service to the business. As the first point of contact, you’ll be responsible for looking after ICT related incidents and requests to support the daily operations of the organisation. Daily, you will triage and resolve incidents and focus on first call resolution with core business applications and end‑user devices according to our standard SLA's. This role will be required to work on a 7‑day rotating roster so flexibility to work on the weekends will be essential. Deliver a customer‑service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support. Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlight accordingly. Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escale incidents as set out in relevant procedures. Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes. Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents. Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles. About You 3+ years’ experience in customer support in a large ICT environment, with a proven track record of achieving objectives. 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. Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking. Strong Customer Service and outcome‑oriented view. Analytical approach to interpreting data and communicating insights. What’s on offer A full time permanent opportunity with an attractive total remuneration from $87,851 to $96,771 plus 12% superannuation. Weekend penalty rates will be applied for shifts worked across Saturday and Sunday. Flexible work arrangements including hybrid WFH arrangements. 14 weeks paid parental leave. Access to Long Service Leave after 5 years. Central Parramatta location (Public transport at our door, discounted parking). Significant leave benefits (up to 12 days flexi‑time, 3 additional leave days at Christmas, 15 days sick/personal leave including 2 days health and wellbeing leave per year).> Learning and Development opportunities. Health and Wellbeing programs (Fitness Passport, Flu Shots). Additional Information Further information regarding the requirements of this role can be found in the attached Position Description. Review our Values Flyer which outlines Council's core values and behaviours. Alternatively for a confidential discussion please contact Ian Vong at *****@cityofparramatta.nsw.gov.au . How to apply Candidates must apply online. Please attach a resume and cover letter addressing the requirements of this role. Applications close 9pm, 23 January 2026 and will not be accepted through any other medium. This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection. This position requires the preferred candidate to undertake a Pre‑Employment Medical Check, which also includes a Drug and Alcohol test. The City of Parramatta supports a Drug and Alcohol‑free working environment and employees may be subject to random testing as a result. EEO Statement Inclusion, Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all ages, people with disability, Aboriginal and Torres Strait Islander Peoples, women, ADF veterans, LGBTIQA+ and other culturally diverse groups. We are committed to making reasonable adjustments to provide a positive, barrier‑free recruitment process and supportive workplace. Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position. #J-18808-Ljbffr