Melbourne Convention and Exhibition Centre

Full time permanent chance

We have an exciting opportunity to join us as a Senior Help Desk Analyst.

This role will deliver excellence in customer service while responding to, resolving, and escalating ICT support requests. As a senior member of the Help Desk, the Senior Service Desk Analyst will spend 80% of their time providing frontline and second-level support to VCET employees, ensuring end user issues, incidents, and service requests are resolved efficiently and to the highest standard, with complex issues escalated appropriately and in a timely manner.

The role will also provide technical leadership across the team, contributing to continuous improvement initiatives, knowledge management, and the mentoring of Help Desk analysts.

The remaining 20% of the role will involve overseeing the support queue, managing ticket allocation across the team, licensing and ensuring service levels are consistently met.

Please note this role is an onsite role (no WFH is available)

About the Role:





Providehigh qualityadvice and guidance to VCET users on how to effectively use IT Systems, troubleshoot and resolve IT issuesand diagnose technical issues across applications, hardware, operating systems,telephonyand printers.

Provide expert-level technical support to resolve escalated issues across hardware, software, network, and applications, ensuring minimal disruption to business operations

Identify initiatives within the Service Desk, focusing on process optimization, automation, and enhancement of service delivery

Serve as a point of contact and liaison between the Service Desk, IT teams, vendors, and business stakeholders, ensuring clear communication, alignment of priorities, and effective resolution of issues

Participate in IT projects related to Service Desk enhancements, system upgrades, and IT service improvements, con

📌 Senior Help Desk Analyst (Melbourne)
🏢 Melbourne Convention u0026 Exhibition Centre
📍 Melbourne