Working at Melba Support Services (Melba)
We support people with disability to live the life they want.
We have a zero-tolerance approach to violence, abuse, neglect, and exploitation.
Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose, and values.
Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.
For over 50 years, Melba has stood beside Victorians with disability, championing choice, dignity, and dreams. As a proud NDIS provider, we offer personalised support, from independent living to community connection. Every service is built around what matters most. You! We open up a world of opportunities for people to live life their way - proudly, joyously, creatively, adventurously
Why Join Us?
At Melba, people lead all decisions about their support. We are proud to do things a little differently; we call it The Melba Way. We ask questions and listen, tailoring all supports to what you need and want, and we tailor all supports to each person. It's how we bring our values to life every day. It's about putting people first, creating personalised support every minute, every hour, every day. If this resonates with you, come join us!
About the Role
This is a full-time, 24-month fixed-term opportunity.
As a Service Desk Analyst, you'll be the first point of contact for IT support across Melba. You'll play a key role in keeping our people connected, productive and supported by providing timely technical assistance, resolving incidents and service requests, and ensuring our technology services run smoothly. Working as part of a collaborative IT team, you'll deliver first-level support across a wide range of systems, devices and applications while maintaining a strong focus on customer service, clear communication and continuous improvement. This role participates in a rotating roster that provides Service Desk coverage between 7:00am and 7:00pm, Monday to Friday. This is a hybrid role offering flexibility, with 2-3 days per week based in our Cheltenham office and the remainder working from home.
What We Offer
When you join Melba, you become part of an organisation that values its people and believes great services start with great teams.
As a Service Desk Analyst, we offer:
Not-for-profit salary packaging benefits to increase your take-home pay
Ongoing learning and professional development opportunities
Career pathways across a diverse range of functions and services
Exposure to modern technologies and digital transformation initiatives
Supportive leaders and collaborative teams
Employee wellbeing initiatives and support services
The opportunity to make a meaningful impact by supporting the people who support others
What You'll Be Doing
In this role, you'll provide technical support and service delivery that helps our teams work effectively across Melba.
You will:
Provide first-level support for incidents and service requests raised by staff
Log, categorise, prioritise and manage tickets through the service management system
Troubleshoot common issues relating to Microsoft 365, Windows devices, user accounts, printing, mobile devices and connectivity
Manage support requests through to resolution or confirmed handover
Support onboarding, role changes and offboarding activities




Assist with device setup, deployment, replacement and asset management processes
Escalate complex, high-impact or security-related issues through agreed support pathways
Support major incidents and service outages through effective communication and documentation
Maintain accurate records of troubleshooting, actions taken and final resolutions
Work collaboratively with internal teams and external service providers to deliver positive user outcomes
Contribute to knowledge base improvements and continuous service improvement initiatives
What Makes a Excellent Service Desk Analyst?
We're looking for someone who enjoys solving problems, helping others and delivering exceptional customer service. You'll be a strong communicator who can confidently support both technical and non-technical users while maintaining a calm and professional approach.
You will bring:
Experience working in an IT Service Desk, Helpdesk or technical support environment
Knowledge of Microsoft 365, Windows devices and common end-user application
Experience using ticketing systems to log, triage, manage and resolve support requests
Strong troubleshooting and problem-solving skills
High attention to detail and excellent organisational skills
The ability to manage competing priorities in a fast-paced environment
Strong written and verbal communication skills
A customer-focused mindset and commitment to delivering quality service
The ability to build positive working relationships across the organisation
Strong collaboration and stakeholder engagement skills
Professional integrity and a commitment to confidentiality
A willingness to learn and continuously develop your technical capabilities
Understanding of ITIL principles and the Essential Eight Cyber Security Framework (highly regarded)
Microsoft certifications such as Azure Fundamentals or Modern Desktop Administrator Associate (desirable)
Requirements
To be successful in this role, you'll need:
Current NDIS Worker Screening Check or willingness to obtain
Current Working with Children Check or willingness to obtain
A current Australian Driver Licence and willingness to travel between Melba locations as required
Availability to participate in a rotating Service Desk roster between 7:00am and 7:00pm, Monday to Friday
Successful completion of pre-employment screening, mandatory training and ongoing compliance requirements
Commitment to workplace health, safety and wellbeing responsibilities
Inclusion at Melba
Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply.



Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.
What can I earn as a Service Desk Analyst
Melba Support Services is a not-for-profit, community based organisation that supports people who live with a disability to lead lives of their choice. Recognised as the Yarra Ranges 'Community Group of the Year, ****', Melba recently celebrated 40 years of providing quality, individualised services to people with a range of disabilities.
Melba provides a range of services designed to give people with disabilities greater independence and control over their own lives. Services include:
Community Living (accommodation)
Community Connections (day services)
Individualised Support Arrangements
practical support in everyday life skills
assistance in pursuing and accessing vocational, education and employment goals
respite care that provides planned breaks for carers, and
assessing communication difficulties and sourcing practical solutions.
Accredited by the Council on Quality and Leadership, USA, Melba became the first Australian organisation to be accredited under CQL's Person-Centred Excellence with Distinction quality framework.
Our mission, individuals with a disability leading everyday lives, underpins every decision, action and communication undertaken at Melba, and helps to ensure that the services we provide value and respect the rights of each person accessing our services, and focuses on each person as an individual.
Source: This is an extract from the company's own website.
Melba Support Services is a not-for-profit, community based organisation that supports people who live with a disability to lead lives of their choice. Recognised as the Yarra Ranges 'Community Group of the Year, ****', Melba recently celebrated 40 years of providing quality, individualised services to people with a range of disabilities.
Melba provides a range of services designed to give people with disabilities greater independence and control over their own lives. Services include:
Community Living (accommodation)
Community Connections (day services)
Individualised Support Arrangements
practical support in everyday life skills
assistance in pursuing and accessing vocational, education and employment goals
respite care that provides planned breaks for carers, and
assessing communication difficulties and sourcing practical solutions.
Accredited by the Council on Quality and Leadership, USA, Melba became the first Australian organisation to be accredited under CQL's Person-Centred Excellence with Distinction quality framework.
Our mission, individuals with a disability leading everyday lives, underpins every decision, action and communication undertaken at Melba, and helps to ensure that the services we provide value and respect the rights of each person accessing our services, and focuses on each person as an individual.
Source: This is an extract from the company's own website.
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📌 Service Desk Analyst (Melbourne)
🏢 Melba Support Services
📍 Melbourne