Service Desk Officer

Service Delivery Officer

Full-Time | IT Support & Service Delivery

Do you enjoy solving technical problems and delivering great customer service?

Business NSW is looking for a proactive Service Delivery Officer to join our ICT team. This role is ideal for someone with a Certificate IV or Diploma in Information Technology and experience providing IT support through a Service Desk, Desktop Support or Helpdesk environment.

You'll support staff across the organisation by resolving incidents, managing IT equipment and helping maintain reliable technology services.

What You'll Be Doing

• Providing Level 1 and Level 2 end-user support

• Troubleshooting hardware, software and mobile device issues

• Managing tickets, incidents and service requests through ServiceNow

• Deploying and configuring laptops, monitors, printers and mobile phones

• Maintaining ICT asset records and supporting hardware procurement

• Delivering onsite support at our Parramatta office

• Supporting service improvement initiatives and operational processes

• Working with internal ICT specialists and external technology vendors

About You

• Certificate IV or Diploma in Information Technology or a related field

• Previous experience in a Service Desk, Helpdesk, Desktop Support or IT Support role

• Strong troubleshooting and problem-solving capabilities

• Excellent customer service and communication skills

• Experience using ticketing systems (ServiceNow advantageous)

• Understanding of Microsoft 365, Windows devices and end-user technologies

• Knowledge of ITIL service management principles highly regarded

Why Join Business NSW?

• Diverse and varied technology environment

• Collaborative and customer-focused ICT team

• Opportunities to develop technical and service delivery skills

• Stable organisation with strong community and business impact

• Supportive leadership and ongoing development opportunities