IT Service Desk Officer

About the role

We are looking for a tech‑savvy problem solver to join a progressive public‑sector organisation’s Digital & Technology Services team. As an IT Service Desk Officer you will deliver a top‑tier employee technology experience by providing Level 1‑2 end‑user support across the enterprise.

Key responsibilities

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

Required profile

• Proven IT support experience in a medium‑to‑large organisation using ITIL practices.
• Strong communication and customer‑service 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
• Microsoft Entra ID / Active Directory
• Mobile Device Management
• LAN, WAN, Wi‑Fi, DNS, VPN basics
• ITIL and ITSM processes

What we offer

• Salary $82,219 + Superannuation + Benefits
• Full‑time permanent role
• Hybrid work model – onsite in Caulfield with 1‑2 days WFH