Service Desk Officer

About the role

The Reece Group, which supplies water, infrastructure, heating, cooling and refrigeration services, is looking for a customer-focused Service Desk Officer to join its Technology Operations team in Cremorne. You will provide high-quality IT support to colleagues across more than 670 retail branches, support centres and warehouses in a fast-paced, high-volume environment. This is a 12-month fixed-term contract.

Key responsibilities

• Act as the first point of contact for users seeking technical support and advice
• Log, document and update incidents and service requests in the ticketing system (ServiceNow)
• Work with third-party suppliers to resolve tickets and coordinate installation or replacement of IT equipment

Required profile

• Experience in a service desk or IT support role within a large or progressive organisation
• A strong customer-service mindset and the ability to communicate confidently with stakeholders at all levels
• Ability to thrive in a high-volume support environment, with attention to detail, prioritisation and professionalism
• Methodical approach to troubleshooting, with the judgement to escalate issues when required
• Genuine commitment to ongoing learning and professional development

Required skills

• Solid understanding of ITIL and customer service principles
• Troubleshooting and incident handling