ICT Service Desk and Desktop Support (APS Level 4-5)

Join a government facility on the Bellarine Peninsula and kick-start or grow your ICT career in a large enterprise technology environment. Whether you already have Level 1 or Level 2 ICT support experience or are an entry-level candidate with a relevant technology qualification, you'll play an important role supporting end users, maintaining desktop environments and delivering high-quality technical support.

Working as part of the ICT Service Desk team, you'll provide Level 1 and Level 2 support across hardware, software and network technologies while managing the full lifecycle of ICT equipment—from deployment and configuration through to maintenance and replacement. You'll work closely with Customer Service, Administration, Maintenance and Technical Services teams to deliver responsive, customer-focused ICT support.

This is an excellent prospect to build your technical skills while working in a secure, collaborative enterprise ICT environment alongside experienced technology professionals.

Applicants are required to progress through a rigorous recruitment process, including interview and psychometric testing.

Key Responsibilities and tasks:

- Provide responsive Level 1 and Level 2 technical support via phone, email and other support channels.
- Diagnose and resolve hardware, software and network issues across the organisation's desktop environment.
- Provide step-by-step guidance to customers on resolving technical problems.
- Collaborate with our technical support team to escape and prioritise complex issues.




- Maintain accurate records of customer interactions, issues and resolutions in our ticketing system.
- Support user onboarding, device deployment and basic training on ICT systems and equipment.
- Proactively identify opportunities to improve customer satisfaction and service quality.

Education, Qualifications and Experience requirements:

While there are no mandatory requirements for these roles and on-the-job training will be provided, a blend of the following skills and experiences will be highly regarded:

- Experience providing Level 1 and/or Level 2 ICT Service Desk or Desktop Support.
- Certificate III, Certificate IV, Diploma or tertiary qualification in Information Technology or another technology-related discipline is highly regarded.
- Demonstrated customer service experience.
- A positive attitude towards learning and applying new skills.
- A positive approach to finding solutions for complex issues.
- Ability to prioritise competing tasks to meet operational requirements.
- Excellent written communication skills for documenting issues and processes.
- Experience in desktop support, incident or problem management.
- Knowledge of, or certification in, the ITIL Service Management Framework.
- Ability to work independently.
- Ability to follow documented processes.
- Proficiency in using service delivery tools to manage tasks and track progress.

Applications are welcomed from experienced ICT professionals, entry-level candidates and recent graduates with relevant technology qualifications.

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📌 ICT Service Desk and Desktop Support (APS Level 4-5) (Yea)
🏢 HOBAN Recruitment
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