IT Service Desk Officer Level 1-2 Support
Melbourne, Victoria, Australia (Hybrid) · Full Time
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- Experience
- Any
- Salary
- AUD 82,219 – AUD 82,219 / year
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- Hybrid
- Education
- Tertiary IT qualification or equivalent
- Eligibility
- Applicants must have legal working rights in Australia and successfully pass a National Police Check and be able to obtain an Employee Working with Children Check.
- Resume
- Required to apply
Where you'll work
Job description
Role Overview
We seek a proactive and technically skilled IT Service Desk Officer to join a forward-thinking public sector Digital & Technology Services team. This full-time position is primarily onsite in Caulfield, Melbourne, with the opportunity to work 1-2 days remotely. The role involves providing exceptional Level 1 and Level 2 support to end users while enhancing technology use within the enterprise.
Key Responsibilities
- Deliver responsive technical assistance across desktop, mobile, and collaborative technologies as first and second level support.
- Manage and resolve IT incidents and service requests efficiently using an ITIL-aligned IT service management system, ensuring adherence to SLA targets.
- Support the Microsoft 365 suite including Teams, SharePoint, and OneDrive, as well as hardware such as Windows 11 systems, laptops, mobile devices, and meeting room technology.
- Act as a frontline in cybersecurity by recognizing and escalating suspicious activities, phishing attempts, or potential security incidents.
- Drive continuous improvements in service delivery and participate in a rotating on-call schedule as needed.
Candidate Profile
- Possess a tertiary qualification in IT or equivalent practical IT support experience within medium to large organisations leveraging ITIL practices.
- Demonstrated knowledge of Microsoft 365, Windows 11, Microsoft Entra ID (Active Directory), and mobile device management environments.
- Basic understanding of enterprise network technologies including LAN/WAN, Wi-Fi, DNS, and VPN to assist in initial troubleshooting steps.
- Forward-thinking approach including familiarity with AI tools and automation to enhance service outcomes responsibly.
- Strong communication and problem-resolution skills with the ability to convey technical information clearly to users.
Additional Requirements
- Must have valid work rights in Australia.
- Successful completion of a National Police Check.
- Ability to acquire an Employee Working with Children Check.
Employment Details
The remuneration for this position is $82,219 annually plus superannuation. The location is in Caulfield, Melbourne with hybrid work flexibility.
Hiring Invitation
If you are enthusiastic about advancing your IT career in a secure and supportive workplace with a progressive public sector employer, we welcome your application.