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

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How many years' experience do you have as a Service Desk Officer?
• Have you completed a qualification in ICT?
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