Service Management Officer – Local Government

About the role

Paxus is looking for an experienced Service Management Officer to join the IT team of a large local government organisation. The role is hands‑on and customer‑facing, providing first‑level support for desktop, telecommunications and broader infrastructure while helping staff maximise their use of workplace technology.

Key responsibilities

• Provide responsive first‑level support for IT desktop, telecommunications and infrastructure issues.
• Log, assess, prioritise and resolve incidents and service requests using ITIL‑aligned processes.
• Install, configure and support workplace technology and IT infrastructure.
• Deliver practical user support and training to employees.
• Assist with technology implementations, migrations, upgrades and service enhancements.
• Prepare and maintain technical documentation, procedures and support instructions.
• Collaborate with other members of the IT Service Management team.
• Identify opportunities to improve systems, processes and the overall customer experience.

Required profile

• Previous experience in an IT Service Desk, Helpdesk, Desktop Support or ICT Support role.
• Experience supporting IT infrastructure in a medium to large organisation.
• Experience managing incidents and service requests in an ITIL‑based environment.
• Strong customer service, communication and interpersonal skills.
• Current C‑class driver’s licence and ability to work onsite in Cleveland.
• Availability for the full contract period (3 Aug 2026 – 30 Oct 2026).
• Willingness to undergo a criminal history check.
• A qualification in Information Technology or a related discipline is desirable but not essential.

Required skills

• Microsoft Office suite
• Windows operating system support
• ITIL incident and service‑request management
• Desktop support
• Telecommunications support
• IT infrastructure support (hardware installation and configuration)

What we offer

• Fixed‑term contract from 3 August 2026 to 30 October 2026
• 36.25 hours per week, onsite at the Cleveland Library Building
• Rate of $48.72 per hour plus superannuation
• Business‑casual dress code