This recruitment process will be used to fill
10074 Service Desk Officer
10075 Service Desk Officer
About the WAEC
Western Australia is a great place to live, work and deliver elections. And it is getting better as we transform the Western Australian Electoral Commission (WAEC) into a contemporary leader in electoral service, modernising systems, strengthening capability and lifting the experience for voters and stakeholders.
Elections might look straightforward from the outside, but behind every polling place, ballot count and result is technology that simply works, and the people who keep it that way. That is where you come in.
At WAEC, we are guided by four values: Make it Count, Check Every Box, Focus on Fairness and Achieve Together. We are committed to recruiting people whose behaviours, leadership style and approach to public service align with these values, recognising that cultural contribution is as important as technical capability.
The Opportunity
As a Service Desk Officer you will be the capable, friendly first point of contact for WAEC staff, temporary election workers and statutory officers. You will resolve incidents and service requests in person, by phone and online, set up and maintain devices, and keep people connected and productive in a fast paced environment where priorities shift quickly.
This is a genuine technical role, not an entry level help desk. You will work hands on in a Microsoft environment, support endpoint and device rollouts, and contribute to the asset management that keeps our small, busy team running. From time to time you may be deployed to support election readiness and delivery, which is one of the most rewarding parts of working here.
The role sits within Technology and Digital Services and reports to the Digital Service Delivery Coordinator.
About You
You are a calm, customer focused ICT support professional who keeps your judgement and your good humour when the pressure is on. The genuine non negotiables for this role are:
- At least two years of hands on ICT support experience, working in a team with minimal supervision.
- Demonstrated experience supporting Microsoft 365, Windows devices and peripherals, and managing user accounts and access in a corporate or government environment.
- Strong problem solving, interpersonal and customer focused communication, including clear technical documentation.
- Well developed organisational and time management skills, with the ability to manage competing priorities in a fast paced environment.
Desirable, and a bonus rather than a barrier: a relevant tertiary qualification in IT or a related field, industry certifications or progress toward them (for example ITIL or CompTIA A+), and knowledge of government services environments or exposure to project work.
The Tools You Will Use
You will work with the tools that genuine practitioners will recognise, each one mapping to the real work of the role:
- Microsoft 365, Windows devices and peripherals, and account and access management, for core customer and systems support.
- Microsoft Intune and SCCM for device rollout and endpoint management, working to approved standard operating environments (SOE).
- An ITSM platform for service desk workflows, track ICT assets, and resolve support tickets including:
- Incident and Request Management: A centralised hub to log, track, and route user support requests and outages.
- IT Asset Management (ITAM): Tools to discover, track, and manage all hardware and software across their entire lifecycle.
- ITIL Practices: Advanced modules designed to handle Change, Release, and Problem management.
As Part of Your Application
Please respond to the following question (in no more than 300 words):
Tell us about a time you had to adapt quickly under significant time pressure, in an environment where your work was closely scrutinised or the stakes were high. Describe the situation, what you changed in your approach, and the outcome. We are most interested in how you held your judgement, your composure and your customer focus while priorities shifted and others were watching.
Want to Know More?
For a confidential discussion about this opportunity, you are encouraged to contact Principal Consultant, Shelby Consulting on 0409 914 207 or shai@shelbyconsulting.com.au.
How to Apply
To apply, please submit:
- A current resume (not more than 4 pages).
- A short written statement of no more than three pages addressing the essential criteria.
- Your response to the question above.
This process may be used to fill permanent, fixed term and casual appointments over the next twelve months.
Applications close 4.00pm (AWST), Monday 13 July 2026. Late applications will not be accepted.
Select ‘Apply for Job’ at the top or bottom of this advertisement to submit your application. Applications must be submitted online via jobs.wa.gov.au. If you experience any issues, please contact WAEC Human Resources on 9214 0400. Late applications will not be accepted.
Other Conditions and Eligibility
To be eligible for a permanent appointment with the WAEC, it is essential that you are an Australian citizen or have permanent resident status in Australia. Non permanent residents of Australia are only eligible for fixed term appointments if they hold a valid visa with appropriate working rights for the duration of the fixed term appointment.
The successful applicant will be required to sign a Declaration of Neutrality and a Declaration of Confidentiality, indicating that they have no active or official connection with any political party and will maintain the confidentiality necessary to ensure the integrity of the Commission.
Given the Commission's role in safeguarding trust in democracy, the successful applicant will be required to complete pre employment checks appropriate to the role, which may include identity, work eligibility, and integrity or security clearance checks.
The work related requirements for the role will be assessed throughout the selection process. A variety of assessment methodologies may be used, including but not limited to screening questions, a written statement, a practical work sample, structured interviews and referee checks.
