Service Desk Officer
Perth
We're leading Western Australians to their intelligent energy future.
And we want you to be part of it.
You might know us as Western Australia's largest electricity generator and energy retailer, supporting 1.2 million customers across the state.
But what you might not know, is that we’re investing in renewable energy projects, including wind farms and big batteries, to help build a more sustainable and reliable future.
Our Big Battery is now live in Kwinana, we’re expanding the Warradarge Wind Farm, the WA EV Network has launched, and we have many other projects in the works.
We're a purpose-driven organisation, owned by the people of WA. Our commitment is to ensure all Western Australians have access to secure, reliable, and sustainable energy.
We believe that the benefits of renewable energy aren’t just for some, they're for everyone.
This is where you come in.
Role Description:
The Service Desk Officer role is a newly created opportunity in our Technology and Business Services Team based at our Central Park office in Perth
The Service Desk Officer is the first point of contact for all technical and non-technical related enquiries and responds to internal and external queries via phone calls, self-service portal and in person interactions at the Business Services Hub.
The main objective for this role is to support the daily operations of Synergy by ensuring all enquiries, incidents, requests and bookings are managed accurately whilst providing high quality customer service.
The incumbent resolves support enquiries from internal customers, external visitors and escalate requests to relevant support teams as required. The Service Desk Officer plays a critical role in delivering excellent customer service by providing timely, professional, and customer-focused support, ensuring a positive end user experience across all service interactions.
Job responsibilities:
- Provide first and second-level IT support for technical and non-technical incidents and service requests via phone, email, and face-to-face interactions.
- Manage and resolve support tickets by accurately troubleshooting, triaging, escalating where required, and meeting agreed OLAs/KPIs.
- Administer user and business services, including account management, onboarding/offboarding, corporate credit cards, and support for facilities and fleet queries.
- Maintain compliance and service standards by adhering to ITIL processes, operating procedures, and organisational policies.
- Contribute to service excellence and operational support through continuous improvement initiatives, accurate administration, and participation in after-hours/on-call support.
What you will bring:
- Relevant IT qualification (certification or tertiary) and a minimum of 3 years’ experience in an IT support or service desk environment.
- Strong technical knowledge of computer systems, mobile devices, and related technologies, with proven troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to work collaboratively within a team and independently when required.
- Highly organised and results-focused, with the ability to prioritise, multitask, escalate issues appropriately, and consistently meet deadlines in a professional manner.
- Preference to have ITIL Foundations Certification and experience with Service Now, Active Directory, Microsoft Office, Azure Cloud and SAP support.
So, what's it like working for Synergy?
As one of Australia's most trusted utility brands, we value our customers, the community we operate in, and our people. When you work with us, you'll be joining an inclusive and proactive organisation, one that enables innovative thinking, accountable leadership, and collaboration. It's how we're creating an exceptional workplace, and we want you to be part of it.
At Synergy we have a wide range of benefits designed to help you balance your work and home life, support your health and wellbeing along with having access to professional development opportunities.
Here's a just a few of the benefits you'll have access to as a Synergy employee:
- Flexible work arrangements
- Generous paid parental leave
- Other leave options including reproductive and purchased annual leave
- Volunteer leave so you can give back to your community
- Learning and development opportunities
More details can be found here
At Synergy we believe in creating an inclusive and diverse workplace where everyone can thrive and feel a true sense of belonging. We're proud to be recognised as an inclusive employer by the Diversity Council of Australia. We celebrate our diversity and warmly welcome applications from individuals of all backgrounds, especially those from underrepresented groups.
Have we sparked your interest? We hope so. It’s an exciting time for energy in Western Australia – and you’re connected to it.
Click 'Apply' below to get started with your application.
Applications close Tuesday the 25th of August 2026, however Synergy reserves the right to close applications when a suitable pool of candidates is identified.
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Need some help?
Get in touch with our Talent Acquisition team at recruitment@synergy.net.au