ICT Service Desk Officer

Description

The City of Parramatta is going through unprecedented change and transformation as it becomes Sydneys Global City. The intensity of growth and investment in City of Parramatta means that Council their partners and community have a once-in-a-generation opportunity to shape the Citys future and ensure it is culturally socially environmentally and economically sustainable.

About the role:

This position is responsible fordelivering exceptional customer service to the business. As the first point of contact youll 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 SLAs.

This role will be required to work on a 7-day rotating roster so flexibility to work on the weekends will be essential.

On a daily basis this role will see you:

• 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 highlighting accordingly.
• Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate escalate 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:

The successful candidate should have previous experience supporting a large Windows environment and bring:

• 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.

Whats on offer:

We are offering a full time permanent opportunity with an attractive total remuneration from $87851 to $96771 plus 12% superannuation.

Weekend penalty rates will be applied for shifts worked across Saturday and Sunday.

In addition City of Parramatta also offer excellent employee benefits which include:

• A range of 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)

Want to know more

Further information regarding the requirements of this role can be found in the attached Position Description.

Review our Values Flyerwhich outlines Councils core values and behaviours.

Alternatively for a confidential discussion please contactIan Vong on

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.

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.