IT Service Desk Analyst

Here at CBCity
The City of Canterbury Bankstown is one of the largest Council’s in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

The role
We are seeking a skilled and customer-focused IT Service Desk Analyst to join our ICT Customer Experience team. This role serves as the first point of contact for ICT-related issues across Council, ensuring high-quality technical support and a positive user experience. You will resolve hardware, software, and network issues, manage service requests, and contribute to ongoing ICT improvement.

Duties will include but not be limited to:

• Provide front-line technical support and guidance for Council staff across systems and devices.
• Use ITSM tools to manage incidents, service requests, and track IT assets.
• Troubleshoot and resolve technical issues efficiently and accurately.
• Document technical problems, solutions, and system performance data.
• Support continuous improvement and keep up-to-date with emerging technologies.
• Assist in planning and prioritising tickets to optimise ICT operations.
• Deliver outstanding customer service aligned with Council standards.

For a full list of duties, click HERE to review the position description.

You will have:

• Tertiary qualification in ICT or a related discipline.
• Demonstrated experience in a service desk or ICT support environment.
• Proficiency in Microsoft 365, Windows 10/11, Citrix, and other enterprise systems.
• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Familiarity with IT service management principles (e.g., ITIL).
• C Class Driver’s Licence.
• ITIL certification or project management experience desirable.

The salary range for this opportunity starts at $82,701 (Grade F, Step 1) plus 12% super.

What’s on offer

• Permanent full-time position in a progressive ICT environment.
• Flexible work arrangements and Accrued Time Off program.
• Supportive and collaborative team culture.
• Opportunities for training and career development.
• Access to Council’s Health and Wellbeing Programs.

For more information, please contact Andrew Wong at Andrew.Wong@cbcity.nsw.gov.au

You will need to submit your application via the ‘Apply’ button below and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close 15 August 2025

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at recruitment@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.