IT Service Desk Support Officer

Job No: SSC666
Location: Sutherland Shire

Things We’ll Trust You With:

  • Being the face and voice of our Information Management and Technology division
  • Empathising with our customers needs, providing expert IT advice and assistance to Sutherland Shire Council employees ensuring exceptional support is provided. 
  • Following internal procedures for the effect logging, triage and resolution of support requests with agreed service levels.
  • Using your technical capability, exceptional communication skills, as well as relationship and stakeholder management capability.
  • Gaining respect at all levels through your professionalism, reliability and personal integrity

Things You’ll Do:

  • Incorporate your extensive experience in ITIL Service Management.
  • Provide support to our customers, ensuring prompt resolution of Incidents and Service Requests, either by resolving them yourself, with your extensive experience Level 1/2 technical support or through appropriate escalation to an alternate team.
  • Manage support requests from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
  • Identify opportunities for continuous improvement within our processes and procedures – you will help implement and drive productivity.
  • Ensure Incidents, Problems and Service Requests are appropriately recorded including all interactions and technical activities captured
  • Contribute to Council knowledge management process through capture of new articles and ensuring currency of existing articles
  • Showcase Council’s values through all customer interactions – acting as a positive brand ambassador.
  • Pride yourself on being a true team player – fostering an environment of collaboration.
  • Service Desk Support Officer (Onboarding/Offboarding) - we have a role dedicated to ensuring our employees are given the most efficient and effective  IT onboarding/offboarding experience. Be proactive in ensuring all new starters and exiting employees are transitioned in a timely manner. Be the key point of contact for new starters during their first few weeks providing technical support and guidance where required.

 Things You’ll Be Proud Of:

  • You will be able to think outside the box - providing innovative and creative solutions.
  • Working for an organisation which has our community at the heart of all that we do.
  • You will be proud of the positive impact you make for our people and Sutherland Shire community.

 The Fine Print:

  • Apply by responding to our online application questions and submitting your resume and a cover letter outlining why we are a great fit!
  • Get your application in by 10pm: 29 January 2023.
  • Package:  $74,000 - $78,500 gross p.a. plus 10.5% superannuation
  • Hours of work: Permanent Full-time, 35 hours per week, option of 19 day month (flexitime). Additional out of work hours including weekend and public holidays will be required as part of an on call roster. 
  • To benefit your wellbeing you will have access to LinkedIn Learning, fitness passport, corporate membership to our leisure centres, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

To meet Council's WHS requirements and in accordance with Council's Covid-19 Safety Plans, this position has been identified via risk assessment to be required to be fully vaccinated for COVID-19 or provide evidence of an approved medical contraindication, you will be required to produce evidence as part of the application process. Successful applicants are subject to ID checks, Police Checks, Reference checks, Qualification checks and Work Rights verification.

Keen To Learn More?

  • Click on the link to check out the Position Description
  • Reach out to Leanne Siveyer for any job specific enquiries via
  • Breanna Rivers -, Talent Acquisition Business Partner, can assist with any recruitment related enquiries.
Apply Now

Privacy Acknowledgment

Sutherland Shire Council (Council) adheres to The Privacy and Personal Information Protection Act 1998 NSW when collecting, using and storing your personal information, and is committed to ensuring the privacy of your personal information. Council is collecting your personal information as part of the recruitment and selection process and advises your application will be hosted by an external service provider under contract by Council. By proceeding with your application, you acknowledge your personal information will be hosted by Councils’ external service provider until such time as you notify otherwise.

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About Us

If you want to make a difference and be part of a challenging and rewarding working environment, then joining us just might be the right career move for you! Join a passionate and dedicated team covering a diversity of services, industries and occupations.

At Sutherland Shire Council we do more than serve our community – we are our community. Our energy can be seen in everything we do. From having a can-do attitude, to embracing change and opportunities, being people-centred and working together as one.