Job Description

IT Service Desk Officer | Level 1–2 Support

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- Full-time Onsite in Caulfield with 1-2 Days Working From Home
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- Microsoft 365 Suite
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- $82,219 + Super + Benefits
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The Role

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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 dynamic Digital & Technology Services team.

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This is a fantastic opportunity for a customer-centric IT skilled to provide high-quality Level 1–2 end-user support across an enterprise environment.

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Responsibilities

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Your daily workflow will include:

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- End-User Support: Provide responsive Level 1–2 technical support across desktop, mobile, and collaboration technologies.
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- Ticket Management: Log, track, and resolve incidents/requests within an ITIL-aligned ITSM system, meeting established SLAs.
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- M365 & Hardware: Support Microsoft 365 (Teams, SharePoint, OneDrive), Windows 11, laptops, mobile devices, and meeting room tech.
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- Cybersecurity Frontline: Identify and elevate potential security incidents, phishing attempts,



or suspicious activity.
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- Continuous Improvement: Contribute to service delivery enhancements and participate in a rotating on-call roster as required.
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About You

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You will bring a blend of technical expertise and exceptional communication skills:

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- Experience:Proven IT support experience in a medium-to-large organisation using ITIL practices.
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- Technical Knowledge:Expertise with M365, Windows 11, Microsoft Entra ID (Active Directory) and mobile device management.
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- Networking Basics:Understanding of enterprise networking (LAN/WAN, Wi-Fi, DNS, VPN) for initial troubleshooting.
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- Future-Focused: Awareness of using AI tools and automation responsibly to improve service delivery outcomes.
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- Communication: Exceptional problem-solving and customer service skills, with the ability to explain technical concepts clearly.
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Requirements

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- Valid working rights within Australia
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- Completion of a satisfactory National Police Check
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- Ability to obtain an Employee Working with Children Check
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📌 IT Service Desk Officer (Yarra)
🏢 Redwolf + Rosch
📍 Yarra