As a Service Desk Officer, you will be the first point of contact for technology-related enquiries, helping staff resolve technical issues, access systems and equipment, and remain productive in their day-to-day work. Working in a collaborative team environment, you'll contribute to the delivery of reliable technology services that support Council's operations and community outcomes.
Position Type
Permanent full time
Salary
$66,299 to $86,866 per annum (based on 70 hours per fortnight), plus superannuation, and a 9 day fortnight. *Effective 13 July 2026 an award increase of 4% will apply. Appointed salary in this range will be based on skills, qualifications and experience.
About us
At Hornsby Shire Council, we offer more than just a job. We are a community where everyone plays a vital role in creating a positive culture while delivering meaningful work with a real impact. We are inclusive and flexible and champion your professional growth. Join us in building our Shire for the future and be part of a team that values your individuality and empowers you to contribute to something greater. Check out our employee value proposition and what it is like to work at Hornsby Shire Council.
About the role
As a Service Desk Officer, you will provide frontline IT support to Council staff, management and other stakeholders across multiple locations. Acting as the central point of contact for technology incidents and service requests, you will deliver support via phone, email, online systems and face-to-face interactions.
You will troubleshoot and resolve a wide range of technology issues relating to desktop and business applications, computers, mobile devices, printers and communication systems. The role also involves assisting with user account administration, maintaining customer and user databases, supporting the provision of end-user devices, and contributing to knowledge base development and administrative activities within the Technology and Transformation Branch. This is an excellent opportunity for a customer-focused IT professional who enjoys problem solving, working with people and developing their technical skills in a fast-paced support environment.
Position requirements
- Certificate, qualification or certification in Information Technology, Customer Service, Help Desk Support or a related discipline, or demonstrated equivalent experience.
- Minimum two years' experience in a customer service, help desk or technology support environment highly regarded.
- Willingness to undertake further study and professional development in relevant disciplines.
Licences
- Current Class C Driver Licence.
Probity requirements
- Compliance with Council's Code of Conduct, workplace health and safety requirements and information security obligations
- Ability to maintain confidentiality and exercise discretion when handling sensitive information.
About you
You are a customer-focused and enthusiastic professional who enjoys helping people and solving problems. You have a friendly and approachable manner, strong communication skills and the ability to explain technical concepts in plain language to users with varying levels of technical knowledge.
You bring sound knowledge of Microsoft operating systems, Microsoft 365 applications and end user devices, together with strong organisational skills and attention to detail. You are comfortable managing competing priorities in a busy environment, can work both independently and as part of a team, and take pride in delivering high-quality customer service.
Most importantly, you are proactive, adaptable and committed to providing a positive support experience while contributing to a collaborative and productive team culture.
Benefits of working with us
We offer more than just a job, we understand the importance of a work-life balance and are proud to offer a range of benefits:
- Flexible working opportunities, such as 9-day fortnight for full time permanent and temporary fixed term employees, hybrid work arrangements, part time and job share work opportunities
- Generous leave provisions, including:
- Long Service Leave after 5 years (transferable between Councils)
- Parental Leave (up to 24 weeks)
- Health & Wellbeing Leave
- Employee Health and Wellbeing Program, as well as Fitness Passport and annual flu vaccinations
- Employee Assistance Program
- Professional Development Opportunities
- Employee recognition scheme
- Motor vehicle novated leasing and salary sacrifice opportunities
- Social Club
- Long Service Awards
For more information and to apply,
Please visit our website
Applications close 23 July 2026 at 11.30pm