Sutherland Shire Council

IT Service Desk Support Officer

Join Our IT Team!

• Utilise your technical skills and customer service experience to resolve incidents and fulfil requests.
• Be part of a dynamic work environment that values continuous improvement and professional development.
• Contribute to the operational excellence of the Information Management & Technology unit.

About Us

Sutherland Shire Council is committed to delivering excellent services across its four operating divisions:  Planning, Infrastructure, Community and Corporate. Our Information Management and Technology Unit plays a vital role in ensuring that both Council staff and the community receive high-quality IT support.

This is a fantastic opportunity to be part of a collaborative environment that values teamwork, respect, and innovation. Our focus is on enhancing employee and customer experiences while driving future growth and delivery excellence.

About The Role

The IT Service Desk Support Officer serves as the primary point of contact for IT support within the Information Management and Technology department. This role is essential in ensuring effective communication between Council staff and the IT Service Desk for incident resolution and request fulfilment.

In this position, you will handle support requests through various channels, including phone, email, chat, and in-person. Your ability to resolve issues quickly and professionally will significantly influence the perception of the IM&T department's capabilities.

Who We Are Looking For

The ideal candidate will possess a strong background in Information Management and Technology alongside excellent customer service skills.

• Tertiary qualifications in a related discipline or substantial experience in IT.
• Knowledge of ITIL principles and a current driver’s licence.
• Proficiency in Microsoft Office 365, Windows Desktop OS, SCCM/MECM, Active Directory, and information security fundamentals.
• Experience in application management troubleshooting and ITIL processes in service operations.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication and interpersonal skills to effectively engage with customers at all levels.
• A growth mindset and eagerness to learn and improve.

We are looking for a team player who is committed to delivering superior customer experiences and can thrive in a fast-paced, high-volume work environment.

Join our Team and Grow with Us!

If you are ready to take on a challenging and rewarding role that makes a real difference in the community, apply now to join our team at Sutherland Shire Council!

• Apply by responding to our online application questions and submitting your resume outlining why we are a great fit!
• Get your application in by 11.59pm: Sunday 23rd February 2025
• Interview date: Interviews will be facilitated week within 2 weeks of the closing date
• Package: $80,196 - $89,815 gross p.a. plus 11.5% superannuation.
• Hours of work: Permanent Full-Time 35 hours per week with option of 19 day month flexitime arrangement.  Additional out of work hours including weekend and public holidays may be required as part of an on call roster. 
• To benefit your wellbeing you will have access to fitness passport, corporate membership to our leisure centres, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks (including Covid-19 Vaccination), and may also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.

Reach out to Fabrice Mesnildrey fmesnildrey@ssc.nsw.gov.au IM&T Service Centre Manager, for any job specific enquiries.
Alison Wady awady@ssc.nsw.gov.au, Talent Acquisition Business Partner, can assist with any recruitment related enquiries.

Click on the link to check out the Position Description