Service Desk Support Officer

• $39.13ph plus super
• Hybrid Cheltenham, 3192
• 6-month contract (possible extensions)

A hands-on Service Desk role with real variety and customer impact.

We are looking for a friendly, capable Service Desk Support Officer to support around 1,500 staff across devices, applications and multiple sites. You will work through a Service Desk ticketing system and also assist via walk-ups, phone calls, and site visits.

Who you will be working with:

A small internal IT team in a busy, service-oriented environment, supporting end users across a range of locations and technologies.

Benefits to the successful applicant:

• Work in a customer-facing support role with strong stakeholder interaction
• Broad exposure to EUC support - laptops, desktops, iPads, desk phones and meeting room AV
• Mix of ticket-based work and in-person support (walk-ups and site visits)
• Opportunity to apply or build ITIL-aligned service practices (ITIL exposure encouraged)

Duties and responsibilities include:

• Manage and resolve Service Desk tickets raised via email, phone and walk-up support
• Provide Level 1 support and assist with some Level 2 issues where possible
• Complete user onboarding and offboarding tasks (accounts, access and separation activities)
• Create accounts and manage passwords and access requests
• Prepare and deploy devices (laptops, desktops, iPads, desk phones and softphones)
• Support meeting room AV equipment and day-to-day end user tooling

We are looking for someone with:

• Demonstrated Service Desk or desktop support experience in a high-touch environment
• Strong customer service and communication skills with a calm, helpful approach
• Experience triaging incidents and requests through a ticketing system
• Exposure to user lifecycle processes (onboarding and separation) and account administration
• Familiarity with end user devices and collaboration tools (including softphones and AV)
• ITIL certification or ITIL knowledge is highly regarded