Service Desk & Desktop Support Officer (2 positions)

About the role

The Service Desk and Desktop Support Officer will join the Information Technology Services team at Maribyrnong City Council, reporting to the Service Desk Team Leader. The role provides first‑ and second‑level desktop support to internal customers across all council sites, ensuring service levels are met.

Key responsibilities

• Deliver 1st and 2nd level support via the Service Desk and log all incidents.
• Monitor and resolve calls within agreed Service Level Agreements.
• Support remote site PCs, printers, and remote‑access facilities (e.g., Operations Centre, Aquatic Centre, libraries, community centres).
• Maintain the PC fleet, operating systems, printers, network components and mobile devices.
• Provide software support for desktop applications including Microsoft 365, Outlook, Civica Authority and CM9.
• Maintain an accurate ICT Asset Register and keep the knowledge base and user documentation up to date.

Required profile

• Relevant tertiary qualification, diploma or demonstrated experience in an IT support role.
• Proactive attitude with a focus on continuous improvement.
• Knowledge of Service Desk support processes; FreshService experience is desirable.
• ITIL certification is required.
• Experience with Civica Authority and CM9 is highly regarded.

Required skills

• FreshService (desirable)
• ITIL
• Microsoft 365
• Outlook
• Civica Authority
• CM9
• PC hardware
• Printers
• Network components
• Mobile devices

What we offer

• Permanent full‑time position (Band 5) with salary $83,279‑$95,282 per year plus 12% superannuation.
• Accrued day off each month.
• Flexible and inclusive work environment within a values‑driven organisation.
• Opportunity to work cross‑functionally in a supportive multidisciplinary team.