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Legal Aid NSW

323 Castlereagh Street
Sydney, NSW, Australia

Phone: 02 9219 5994
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Service Desk Officer, Level 1 - Clerk Grade 3/4 - ICT - Central Sydney - Ongoing


Job Description:

Legal Aid NSW Logo



Legal Aid NSW is the largest legal aid agency in Australia, comprising of a Central Sydney office and 25 regional offices in metropolitan and regional centres across NSW and a number of specialist services and advice clinics. Working at Legal Aid NSW provides the opportunity to support people with disabilities, people from culturally and linguistically diverse backgrounds, women and children, Indigenous people and people with mental illness who may experience difficulties when enforcing and defending their rights.


We are looking for an a keen individual that will join a hardworking ICT team. The role provides assistance, information and support to customers to solve reported issues and process service requests in order to support client service delivery by Legal Aid NSW staff and external practitioners.

Job Requirements:


The successful applicant will be experienced, enthusiastic, process driven and detail-oriented Service Desk analyst  to join the Service Delivery Team. You will be providing Level 1 remote support related to hardware diagnosis/replacement, systems management/administration and support, technical faults and service requests. This position is ideal for a friendly, bright personality with exemplary Service Desk experience and desktop skills. You have the motivation and drive to succeed, professional, calm under pressure, resilient in the face of challenges and someone who is happy, excited and passionate about what they do and want the opportunity for further challenges.




• Willingness to undertake a Criminal Record Check and/or working with Children Check


• Hold Australian or NZ citizenship or Australian Permanent Resident




Applications MUST be submitted online through www.iworkfor.nsw.gov.au to be considered. No late applications will be accepted.

Applicants should read the Role Description and consider the Focus Capabilities and Key Accountabilities when preparing their resume and cover letter.

Applicants are requested to attach:

• current resume / curriculum vitae (CV) (maximum 5 pages)

• cover letter (maximum 2 pages) responding to the following two questions:


1. Please outline your experience in managing multiple ICT priorities concurrently whilst addressing diverse stakeholder needs including a high-level description of the ICT environment.


2. Please outline your customer service experience in a complex ICT environment, including what is required to achieve desired levels of service and how you contribute to the success of the customer experience.

The selection process will include a range of comparative assessment techniques to assist in determining capability and suitability for the role.

This recruitment will be used to fill any current vacancies and may be used to create a Talent Pool for similar temporary or ongoing future vacancies that may arise over the next 18 months.


Legal Aid NSW welcomes applicants from diverse backgrounds, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTI community, culturally diverse people and other diverse communities.


Legal Aid NSW provides dignified access to accommodate the diverse needs of our community. We acknowledge and support the access needs of people with visible and invisible disabilities, as such all of our offices are accessible.


If you require a reasonable adjustment in order to participate in the recruitment process, or you are looking for general information about our reasonable adjustment process, please contact our team via email, and advise your preferred method of communication: erecruitment@legalaid.nsw.gov.au.


• Ongoing Opportunity at 35HPW
• Enquiries: Melanie Northcott on (02) 9219 5978 or melanie.northcott@legalaid.nsw.gov.au
• Applying for a Role
• Working at Legal Aid NSW


To ensure recruitment at Legal Aid NSW continues without interruption during the COVID-19 pandemic, virtual methods may be used for interviews and assessments. This may include interviews conducted by video, telephone interviewing, Microsoft Teams meetings and online assessments.



Administrative-Clerical: Administrative Support
IT-Software Development: Desktop Service and Support

Job ID:


Employment Type:

Full time


Sydney, NSW, Australia


Service Desk Officer, Level 1 - Clerk Grade 3/4 - ICT - Central Sydney - Ongoing


Government, Information Technology




85,488 - 94,327 per year