Senior IT Service Desk Officer

About the role

We are partnering with a progressive local government organisation seeking a customer‑focused Senior IT Service Desk Officer. You will be a vital technical anchor for the Digital & Technology Services team, delivering Level 1–2 support, handling complex escalations, and mentoring junior service desk officers within a modern Microsoft environment.

Key responsibilities

• Act as the senior escalation point for complex incidents, Microsoft 365, Windows 11, and corporate application issues.
• Provide day‑to‑day technical guidance and coaching to junior team members.
• Troubleshoot network fundamentals (LAN, WAN, Wi‑Fi, VPN) and support VMware environments, including initial triage of endpoint security alerts.
• Install, configure, and maintain the corporate device fleet (laptops, mobiles, meeting‑room technology) using modern MDM solutions.
• Leverage AI tools and automation to optimise workflows, update the Knowledge Base, and improve service delivery.

Required profile

• Proven track record in a senior IT support/L2 role within a medium‑to‑large corporate or public sector environment.
• Strong expertise in Microsoft 365, Windows 11, MDM platforms and enterprise applications.
• Solid troubleshooting skills across networks (DHCP, DNS, VPNs) and virtualised infrastructure.
• Understanding of ITIL practices using modern ITSM tools and foundational cyber‑security principles.
• Excellent communication skills with the ability to translate technical concepts for non‑technical users and coach others.
• Ability to obtain Working with Children and National Police checks, unrestricted Australian working rights, and flexibility to join a rotating roster if required.

Required skills

• Microsoft 365
• Windows 11
• Mobile Device Management (MDM) platforms
• VMware
• LAN, WAN, Wi‑Fi, VPN
• DHCP, DNS
• ITIL
• Endpoint security
• AI tools and automation

What we offer

• Competitive salary $97,000–$100,000 per year plus superannuation.
• Additional benefits package.
• Hybrid work arrangement with onsite presence in Caulfield and 1–2 days remote per week.