IT Service Desk Officer (Shared Services)

About the role

Randstad is recruiting an IT Service Desk Officer for a shared services contact centre serving a major NSW public sector department that supports education across the state. The officer is the first point of contact for school-based and corporate staff, providing customer service and practical technical support. The start date is 11 January 2027, with a 6-month initial assignment and no overtime required. The on-site hub is in Parramatta, Newcastle, Wollongong or Bathurst.

Key responsibilities

• Deliver first-level IT customer service by phone, email and portal in a high-volume contact centre.
• Triage, diagnose and resolve functional and technical IT requests, giving advice and basic troubleshooting for software platforms and hardware.
• Log, categorise and maintain incident and request records in real time in ticketing systems.
• Handle sensitive school and corporate data with integrity and privacy.
• Use multiple digital databases, knowledge bases and software platforms at once.
• Meet and maintain contact centre KPIs such as first-contact resolution, call handling times and documentation quality.

Required profile

• Experience using diverse technology platforms and operating systems, with basic IT troubleshooting; experience with ServiceNow or similar enterprise ticketing systems is highly regarded.
• Ability to explain technical concepts simply to non-technical users.
• Reliable and composed in an SLA-driven contact centre, working a 35-hour week on a 7.5-hour rostered shift (including unpaid lunch) between 8:00 AM and 5:00 PM, Monday to Friday.
• Pre-employment checks: two professional reference checks, national police check, Working with Children Check and departmental screening.