ICT Operations & Service Desk Specialist

Melbourne Citymission Inc.; Melbourne; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Learning & development

Culture of improvement

Inclusive employer

Job summary

Melbourne City Mission is seeking an ICT Operations Support Officer to ensure stable, efficient IT services across multiple sites. You will handle Level 1/2 service desk requests, troubleshoot end-user devices, and assist with deployments and onboarding, both in person and remotely.

You will contribute to knowledge base articles, support infrastructure upgrades, and uphold Essential 8 and NIST compliance. The role requires excellent communication, problem-solving, and the ability to travel

Qualifications

• Proven experience in IT support within service desk, customer service and operational roles, minimum of 2 years of experience
• Strong technical knowledge of hardware, software, and basic networking
• Excellent communication and problem-solving skills
• Ability to travel to various locations for onsite support
• ITIL certification or equivalent knowledge of ITIL processes

Responsibilities

• Deliver high-quality frontline ICT support for hardware, software, mobile devices, and cloud services across multiple sites
• Act as a first point of contact for end-user ICT queries via phone, in-person, or through the service desk tool
• Provide general support for MCM-issued hardware and software including desktops, laptops, mobile devices, printers, and AV equipment
• Assist with device deployment and user onboarding/offboarding, ensuring compliance with ICT standards
• Provide operational support for hardware, software, and network systems
• Troubleshoot issues with end-user devices, network connectivity, and peripherals
• Deliver IT support both in-person and remotely across all MCM locations
• Develop and update knowledge base articles to empower user self-service
• Contribute to IT infrastructure projects, such as upgrades, migrations, and new implementations
• Adhere to ITIL standards for incident, request, and problem management
• Maintain adherence to Essential 8, NIST requirements, and other relevant compliance frameworks

Skills

IT support

End-user support

Communication skills

Problem solving

Team collaboration

Remote and onsite support

ITIL knowledge

Job description

Melbourne City Mission is seeking an ICT Operations Support Officer to ensure stable, efficient IT services across multiple sites. You will handle Level 1/2 service desk requests, troubleshoot end-user devices, and assist with deployments and onboarding, both in person and remotely.

You will contribute to knowledge base articles, support infrastructure upgrades, and uphold Essential 8 and NIST compliance. The role requires excellent communication, problem-solving, and the ability to travel