IT Service Desk Officer | Level 1–2 Support
Full-time Onsite in Caulfield with 1-2 Days Working From Home
Microsoft 365 Suite
$82,219 + Super + 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 agile 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
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 elevate 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:
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
#J-*****-Ljbffr

📌 It Service Desk Officer (Melbourne)
🏢 Redwolf + Rosch
📍 Melbourne