Melbourne City Mission – South Melbourne VICThe ICT Operations Support Officer is a key member of the ICT operations team, responsible for maintaining the stability, efficiency, and reliability of IT operations across the organisation.
The role delivers Level 1 and Level 2 service desk support, providing both proactive and responsive assistance to all MCM Group business units.
This includes a mix of onsite and remote support for staff across all MCM Group locations.About the OpportunityAbout youWe are looking for someone who can:Deliver high-quality frontline ICT support for hardware, software, mobile devices, and cloud services across multiple sitesAct as a first point of contact for end-user ICT queries via phone, in-person, or through the service desk toolProvide general support for MCM-issued hardware and software including desktops, laptops, mobile devices, printers, and AV equipmentAssist with device deployment and user onboarding/offboarding, ensuring compliance with ICT standardsProvide operational support for hardware, software, and network systemsTroubleshoot issues with end-user devices, network connectivity, and peripheralsDeliver IT support both in-person and remotely across all MCM locationsDevelop and update knowledge base articles to empower user self-serviceContribute to IT infrastructure projects, such as upgrades, migrations, and recent implementationsAdhere to ITIL standards for incident, request, and problem management.Maintain adherence to Essential 8, NIST requirements, and other relevant compliance frameworksBenefits of working with MCM include:Diverse and inclusive organisationAttractive Salary Packaging benefitsSupportive learning and development environmentCulture of continuous improvementEssential:Proven experience in IT support within service desk, customer service and operational roles,



minimum of 2 years of experienceStrong technical knowledge of hardware, software, and basic networkingExcellent communication and problem-solving skillsAbility to work collaboratively in a fast-paced support environmentDemonstrated troubleshooting and resolution skills for remote and onsite issuesDemonstrated initiative, flexibility and a commitment to continuous improvementITIL certification or equivalent knowledge of ITIL processesAbility to travel to various locations for onsite supportScreening Criteria:National Police checkInternational Police checkWorking with Children checkValid Victorian Drivers licenseRight to Work in AustraliaApplications for this role will close on 6 November ****About MCMMCM is an inclusive and equal opportunity employer with a strong commitment to safety.
MCM embraces differences because we know that diversity and inclusion help us to attract, recruit, engage and retain talented people.We are a leading not-for profit-for-purpose organisation that offer a broad range of services in Disability, Homelessness, Palliative Care and Education.Our commitment to SafetyMCM is committed to the safety of its clients and employees, taking a zero-tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability.
All employees are required to comply with the Child Safe Standards.Our commitment to Diversity, Inclusion & Equity of AccessAt MCM we embrace our differences because we know that diversity helps us to innovate and make the biggest impact possible.
Our DEI Strategy supports and drives an inclusive workplace culture.
We embrace the learning opportunities that come with authentic commitment to equity of access for all.
We particularly encourage Aboriginal and Torres Strait Islander candidates to apply.
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📌 Ict Operations Support Officer (Melbourne)
🏢 Melbourne Citymission
📍 Melbourne