Service Desk Officer

About the role

This position sits at the frontline of IT support for Council, with a strong emphasis on delivering a positive customer experience and resolving issues efficiently. Reporting to the Senior Service Desk Officer, the role works within a contact-centre style helpdesk, handling incidents and service requests through both remote support tools and face-to-face assistance.

What you will be doing

• Act as the first point of contact for staff and stakeholders needing IT help, recording, triaging, investigating and resolving incidents and service requests with a customer-first approach.
• Provide service desk, desktop and field support across a seven-day roster, which includes after-hours and on-call work, remote troubleshooting, and support with device and software setup.
• Escalate more complex matters when needed and help maintain smooth day-to-day service delivery.
• Contribute to ongoing service improvements by keeping records up to date, supporting service desk procedures, and assisting with disaster recovery and business continuity activities.
• Work in line with Council policies, workplace health and safety requirements, and risk management standards.

Role conditions

• This is a permanent full-time position.
• The role includes a 9-day fortnight with a rostered day off.
• Flexible working is available, including a hybrid arrangement with 2 days from home and 3 days onsite.
• The main workplace is the Wyong Administration Building, although occasional work at other sites is required.
• A Class C driver licence is preferred because the position may involve travel between sites.

Salary and progression

The starting salary is up to 80,000 AUD, with the potential to progress to 92,000 AUD following assessment of skills and performance. Superannuation of 12% is also provided.

Extra benefits

• Access to Fitness Passport memberships for participating gyms.
• Wellbeing leave twice a year for personal activities such as volunteering or health check-ups.
• Employee Assistance Program support for employees and their immediate family.
• Long service leave after 5 years of continuous service.
• Free annual flu vaccinations.
• Time allowed for annual skin cancer screening, breast screening, and blood donations.
• Learning and career development opportunities through professional development platforms.
• Recognition through the Cheers program.
• Access to novated leasing partnerships.

Selection criteria

To be successful, you should have a Certificate III in Information Technology or a related discipline, or equivalent demonstrated contemporary experience in a similar role together with ongoing professional development.

Equal opportunity and child safety

Central Coast Council is committed to equal employment opportunity and aims to provide a workplace built on equity, diversity and respect. The organisation is also dedicated to maintaining safe environments that protect the physical, emotional, cultural and social wellbeing of children on the Central Coast.

Application and screening information

Applicants may be added to an eligibility list that could be used to fill other permanent or temporary vacancies. Employment screening may be carried out where appropriate and can include reference checks, Working with Children Check, entitlement-to-work checks in Australia, employment history checks, an Australian Federal Police Check, verification of educational qualifications, industry memberships, previous Council employment history, and checks with professional bodies. Candidates must be able to provide proof of eligibility to work in Australia, including photo identification, if shortlisted for interview.

How to apply

• Complete the online questions in the application form.
• Upload your resume.
• Attach your qualifications and licences.

Additional information

The role is based in Central Coast, New South Wales, Australia. Applications close at midnight on Sunday, 21 June 2026. The contact person for the role is Kirsty Harris, Service Desk Specialist Lead, who can be reached on 0434 085 730. If you need help submitting an application, support is available through the Talent Acquisition team and the National Relay Service. If you do not have access to a computer or other device, you can submit an application from any Council library location by booking a free one-hour computer timeslot. Unsolicited resumes or applications from recruitment agencies will not be accepted.

About the location

The Central Coast is positioned on the northern edge of Sydney and around an hour from Newcastle. It is one of Australia’s most desirable places to live and work, as well as one of the fastest-growing regions in New South Wales. It is the third largest local government area in NSW and the sixth largest in Australia.