Service Desk Support Officer
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Job Description
About the Role
- Full Time position (35 hours/week)
- Office based in Penrith (5 days per week)
The IT Service Desk Support Officer is responsible for providing first-line technical support to internal staff across Link Wentworth. This role acts as the first point of contact for IT support, delivering efficient and customer-focused assistance across a Microsoft-based environment, including Microsoft 365, Windows, and Active Directory.
You will play a key role in ensuring IT issues are resolved quickly and effectively, supporting business operations and enhancing the overall employee experience.
Key areas of responsibility include:
- Providing first point of contact IT support via phone, email, ticketing system, and face-to-face
- Troubleshooting and resolving Level 1 technical issues including Microsoft 365, Windows, devices, and network connectivity
- Managing user accounts, password resets, onboarding/offboarding, and access permissions
- Logging, categorising, and prioritising incidents in line with SLA and ITIL practices
- Escalating complex issues to internal teams or external service providers as required
- Supporting hardware setup, deployment, and maintenance including laptops, mobile devices, and peripherals
- Maintaining accurate records and contributing to knowledge base documentation
- Assisting with IT asset management and equipment tracking processes.
Who we are looking for:
The ideal candidate will have:
- Demonstrated experience (minimum 2 years) in an IT Support, Help Desk, or Service Desk role
- Strong technical knowledge of:
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Active Directory / user administration
- IT ticketing systems (e.g. ServiceNow, ManageEngine)
- Demonstrated ability to troubleshoot and resolve technical issues efficiently
- Strong communication skills with the ability to explain technical concepts clearly
You will also be:
- Customer-focused with a strong commitment to service excellence
- A collaborative team player who enjoys helping others
- Able to manage competing priorities in a fast-paced environment
- Highly organised with strong attention to detail
- Proactive and solutions-focused with a continuous improvement mindset
You will also need:
- Willingness to undergo a National Police Check to Link Wentworth’s satisfaction
- Willingness to undergo an NDIS Workers Check
- Willingness to be office-based five (5) days per week
- Flexibility to travel between sites and occasionally work after hours
Link Wentworth offers staff:
- A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
- Opportunities to grow your career in IT within a supportive environment
- Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year
- A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
- Meaningful and fulfilling employment, improving the lives of others every single day
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