Job Description
•Own the technology experience, not just the ticket
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•Hands on | Customer Service | Problem Management | AI Tools
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•Melb CBD office | WFH flexibility | Staff Discounts | Study Assistance
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Own the technology experience, not just the ticket
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Hands on | Problem Management | AI Tools
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Melb CBD office | WFH flexibility
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This is an opportunity for an experienced technology support professional who believes great IT support should be proactive, personal and continually improving.
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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.
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Own the technology experience, not just the ticket
n
Hands on | Problem Management | AI Tools
n
Melb CBD office | WFH flexibility
n
This is an opportunity for an experienced technology support professional who believes great IT support should be proactive, personal and continually improving.
n
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.
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About the Role
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Deliver high quality end user support across devices, applications, telephony, AV, conferencing and collaboration technologies.
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Own incidents and escalations through to resolution, providing clear communication and a premium customer experience.
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Use ITIL aligned Incident and Problem Management thinking to identify root causes, analyse trends and prevent repeat issues.
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Identify recurring requests and improve processes, tooling and knowledge to reduce support demand and improve the user experience.
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Monitor service performance and maintain accurate, real time incident, request and task records within ServiceNow.
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Drive continuous improvement across support processes and technology, including leveraging contemporary AI tooling and contributing to digital workplace initiatives.
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About You
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You are an Australian or New Zealand Citizen or Permanent Resident
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Minimum 3 years experience in hands on end user IT support with solid troubleshooting skills across modern workplace technologies.
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Demonstrated passion about customer service, with outstanding verbal and written communication skills. You also have the professionalism to deliver a premium support experience.
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Strong understanding of ITIL principles, particularly Incident, Problem and Service Request Management, with a focus on service levels and ownership.
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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.
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Confident taking ownership of complex issues and escalations, managing expectations and remaining accountable through to resolution.
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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.
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📌 Desktop Support Specialist (Victoria)
🏢 Emmbr
📍 Victoria