Location: Sydney Office-Based
Employment Type: 12-months Contract
Salary: $500 per day inc super
- Must be based in Sydney, with full working rights
- No sponsorship
- No relocation
As part of the Digital Service Desk, you will play a key role in providing first-line IT support, ensuring incidents and service requests are managed efficiently, securely, and in accordance with service level agreements. You will be responsible for supporting a wide range of users while contributing to the continuous improvement of IT service delivery.
Key Responsibilities
- Provide first-line IT support and service desk assistance to end users.
- Manage and resolve incidents, service requests, and technical enquiries in a timely manner.
- Deliver a high-quality customer service experience while maintaining service levels and operational security.
- Support desktop, telephony, and enterprise technology environments.
- Monitor, maintain, and contribute to service desk reporting and operational processes.
- Identify risks, issues, and service improvement opportunities and escalate where appropriate.
- Ensure compliance with IT policies, procedures, and governance frameworks.
- Collaborate with colleagues and stakeholders to achieve service delivery objectives.
- Assist with knowledge sharing, training, and mentoring within the team.
- Support major incident response activities when required.
You are a proactive and customer-oriented IT professional with excellent communication and problem-solving skills. You are comfortable working under pressure, managing competing priorities, and adapting to evolving technologies.
You will have
- Minimum 2-3 years' experience within an IT Service Desk or IT Support environment.
- Strong understanding of desktop support and end-user technologies.
- Experience delivering customer-focused technical support services.
- Knowledge of IT Service Management principles and frameworks, including ITIL.
- Understanding of enterprise infrastructure technologies.
- Strong troubleshooting and analytical skills.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Experience working within service level agreements (SLAs).
- Commitment to teamwork, continuous learning, and professional development.
- Qualification in Information Technology, Computer Science, or a related discipline.
- ITIL Foundation Certification.
- Service Desk Analyst or Service Desk Technician accreditation.
- Experience working within a multi-functional service desk or business support environment.
- Opportunity to work within a large and complex technology environment.
- Ongoing training and professional development opportunities.
- Supportive and collaborative team culture.
- Exposure to a wide range of technologies and digital services.
- A role where you can make a meaningful impact on customer experience and service delivery.
CVs to chloe.fearn@pra.com.au
0483 967 570
