Service Desk Support Officer

Location: Melbourne (South-Eastern Suburbs) / Hybrid

Work Type: Full-Time, Contract

We are seeking a proactive, customer-focused Service Desk Support Officer to provide high-quality Level 1 and 2 technical support across primary corporate offices and multiple remote sites. Supporting an end-user base of more than 1,400 staff in a modern hybrid working environment, you will act as the first point of contact to troubleshoot hardware, software, user access, and day-to-day IT enquiries.

In this position, you will log, prioritise, diagnose, and resolve or escalate service requests and incidents across phone, remote, and in-person channels within agreed SLAs. You will be responsible for provisioning and configuring end-user equipment such as laptops, desktops, mobile devices, and peripherals, as well as managing user onboarding, offboarding, and access controls within Active Directory and Microsoft 365.

Additionally, you will administer audio-visual and video conferencing tools across hybrid meeting spaces, support MS Teams telephony, and maintain up-to-date IT asset registers and knowledge-base documentation. You will also have the opportunity to contribute to small-to-medium ICT rollouts and continuous improvement initiatives under the guidance of the Service Delivery Coordinator.

You bring either three to four years of proven desktop or service desk support experience, or a relevant tertiary qualification in Information Technology. Your technical background includes working knowledge of Microsoft 365, Azure AD, Windows 10/11 environments, endpoint management tools like SCCM or Microsoft Intune, SOE principles, Citrix or VMware platforms, and core networking fundamentals such as VPNs, DHCP, and DNS. Hands-on experience with modern ITSM ticketing platforms is essential, while an ITIL Foundation certification is highly desirable.

Crucially, you possess exceptional verbal and written communication skills, bringing a strong customer-first approach and the ability to explain complex technical concepts in plain English to non-technical users.

Applicants must hold valid Australian working rights and be willing to undergo a National Police Check as well as obtain and maintain a Working with Children Check.