Service Desk Analyst

About the role

Whitehorse City Council is looking for a Service Desk Analyst to deliver professional, friendly and responsive IT customer service at its Civic Centre in Nunawading. The role supports the delivery and continuous improvement of Service Desk, desktop, mobile and application support services, giving customers sound professional advice, resolving incidents and requests, maintaining technology assets and documentation, and supporting the council's end-user computing environment.

Key responsibilities

• Provide first and second level desktop support across Windows operating systems, Microsoft 365, desktop hardware, mobile devices and business applications while meeting agreed service levels.
• Resolve technology incidents and service requests and give professional advice to customers.
• Maintain technology assets and documentation.
• Support the effective operation of the Council's end-user computing environment.

Required profile

• Tertiary or undergraduate qualification in Information Technology or similar, including ITIL certification or willingness to obtain it.
• Demonstrated ability to provide customer service and first and second level desktop support.
• Demonstrated experience installing, configuring and supporting desktop, laptop, mobile and peripheral technologies in an enterprise environment.
• Experience building relationships and liaising, negotiating and problem-solving with staff at all levels.

Required skills

• Knowledge of ICT trends, issues and opportunities, especially desktop, mobile and end-user computing support.
• Windows, Microsoft 365 and business applications.

What we offer

• Salary of $85k-$96k plus 12% superannuation.
• A flexible working program, a professional and supportive environment, and a reward and recognition program.
• Health and wellbeing offering including an employee assistance program, private health insurance, health checks, discounted gym membership and facilities, and a wellness program.
• Career opportunities, corporate learning, study assistance and leadership development.
• Flexible working arrangements, salary sacrifice options for gym, swim, childcare and superannuation, and access to novated vehicle leases.

To apply, submit a resume (maximum 5 pages) and a one-page statement addressing the selection criteria by 3 November 2026.