IT Service Desk Officer

About the role

We are seeking an energetic IT Service Desk Officer to join a progressive public‑sector organisation’s Digital & Technology Services team in Caulfield. The role provides Level 1‑2 end‑user support across a modern enterprise environment, ensuring employees have a seamless technology experience.

Key responsibilities

• Deliver responsive Level 1‑2 technical support for desktop, mobile, and collaboration tools.
• Log, track and resolve incidents and service requests in an ITIL‑aligned ITSM system, meeting SLA targets.
• Support Microsoft 365 suite (Teams, SharePoint, OneDrive), Windows 11 devices, laptops, mobile devices and meeting‑room technology.
• Identify and escalate potential security incidents, phishing attempts or suspicious activity.
• Participate in a rotating on‑call roster and contribute to continuous service‑delivery improvements.

Required profile

• Tertiary IT qualification or proven IT support experience in a medium‑to-large organisation.
• Familiarity with ITIL practices and ticket‑based support processes.
• Strong communication skills with the ability to explain technical concepts clearly.
• Valid Australian working rights, satisfactory National Police Check and ability to obtain a Working with Children Check.

Required skills

• Microsoft 365 (Teams, SharePoint, OneDrive)
• Windows 11 operating system
• Microsoft Entra ID / Active Directory
• Mobile device management
• Basic enterprise networking (LAN, WAN, Wi‑Fi, DNS, VPN)
• ITIL service‑management framework

What we offer

• Competitive salary $79 K‑$82 K plus superannuation.
• Excellent benefits package.
• Full‑time permanent position with hybrid work mode (1‑2 days remote per week).
• Opportunity to work in a forward‑thinking, supportive public‑sector environment.