- Own the technology experience, not just the ticket
- Hands on | Customer Service | Problem Management | AI Tools
- Melb CBD office | WFH flexibility | Staff Discounts | Study Assistance

About the job

This is an opportunity for an experienced technology support professional who believes excellent IT support should be proactive, personal and continually improving.

Sitting at the intersection of hands on technical support and service experience, you'll help deliver a seamless, reliable and positive technology experience for users across the organisation. You'll troubleshoot issues, own escalations and provide premium support, while looking beyond the immediate fix to understand why problems happen and how to stop them happening again.

This isn't a role for someone who simply wants to work through a ticket queue. You'll be encouraged to challenge processes, identify recurring pain points, use data and emerging technology to improve services, and take genuine ownership of the user experience.

About the role

- Deliver high quality end user support across devices, applications, telephony, AV, conferencing and collaboration technologies.
- Own incidents and escalations through to resolution, providing clear communication and a premium customer experience.
- Use ITIL aligned Incident and Problem Management thinking to identify root causes, analyse trends and prevent repeat issues.
- Identify recurring requests and improve processes,



tooling and knowledge to reduce support demand and improve the user experience.
- Monitor service performance and maintain accurate, real time incident, request and task records within ServiceNow.
- Drive continuous improvement across support processes and technology, including leveraging contemporary AI tooling and contributing to digital workplace initiatives.

About you

- You are an Australian or New Zealand Citizen or Permanent Resident
- Minimum 3 years experience in hands on end user IT support with strong troubleshooting skills across modern workplace technologies.
- Demonstrated passion about customer service, with outstanding verbal and written communication skills. You also have the professionalism to deliver a premium support experience.
- Strong understanding of ITIL principles, particularly Incident, Problem and Service Request Management, with a focus on service levels and ownership.
- You are naturally proactive and analytical. You look for trends, question recurring issues and focus on eliminating root causes rather than repeatedly applying the same fix.
- Confident taking ownership of complex issues and escalations, managing expectations and remaining accountable through to resolution.
- Improvement minded and curious, with the ability to challenge existing processes, contribute new ideas and use technology, automation and AI to create a better service experience.

Apply Now!

📌 Desktop Support Specialist (Melbourne)
🏢 Emmbr
📍 Melbourne