IT Service Desk Officer

IT Service Desk Officer | Level 1–2 Support

• Full-time Onsite in Caulfield with 1-2 Days Working From Home
• Microsoft 365 Suite
• $79K - $82K + Super + Excellent Benefits

The Role

Are you a tech-savvy problem solver who thrives on delivering a top-tier employee technology experience? We are partnering with a progressive public sector organisation to find an energetic IT Service Desk Officer to join their dynamic Digital & Technology Services team.

This is a fantastic opportunity for a customer-centric IT professional to provide high-quality Level 1–2 end-user support across an enterprise environment.

Responsibilities

Reporting to the Technology Enablement Lead, your daily workflow will include:

• End-User Support: Provide responsive Level 1–2 technical support across desktop, mobile, and collaboration technologies.
• Ticket Management: Log, track, and resolve incidents/requests within an ITIL-aligned ITSM system, meeting established SLAs.
• M365 & Hardware: Support Microsoft 365 (Teams, SharePoint, OneDrive), Windows 11, laptops, mobile devices, and meeting room tech.
• Cybersecurity Frontline: Identify and escalate potential security incidents, phishing attempts, or suspicious activity.
• Continuous Improvement: Contribute to service delivery enhancements and participate in a rotating on-call roster as required.

About You

You will bring a blend of technical expertise and exceptional communication skills:

• Experience: A tertiary IT qualification and/or proven IT support experience in a medium-to-large organisation using ITIL practices.
• Technical Knowledge: Expertise with M365, Windows 11, Microsoft Entra ID (Active Directory) and mobile device management.
• Networking Basics: Understanding of enterprise networking (LAN/WAN, Wi-Fi, DNS, VPN) for initial troubleshooting.
• Future-Focused: Awareness of using AI tools and automation responsibly to improve service delivery outcomes.
• Communication: Exceptional problem-solving and customer service skills, with the ability to explain technical concepts clearly.

Requirements

• Valid working rights within Australia
• Completion of a satisfactory National Police Check
• Ability to obtain an Employee Working with Children Check

Apply Now!

If you are ready to take the next step in your IT career within a secure, supportive and forward-thinking environment, we want to hear from you.