IT Operations & Service Desk Specialist

Melbourne Citymission Inc.; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Diverse and inclusive organisation

Salary packaging benefits

Learning and development environment

Culture of continuous improvement

Travel opportunities

Job summary

Melbourne Citymission Inc. is seeking an ICT Operations Support Officer to join our ICT operations team across multiple sites in Melbourne.

You will deliver Level 1 and 2 service desk support for hardware, software, mobile devices and cloud services, with a mix of onsite and remote assistance for staff. Ideal candidates have at least 2 years in IT support, strong communication and troubleshooting skills, and knowledge of ITIL, Essential 8 and NIST.

Qualifications

• Minimum 2 years in IT support or service desk roles
• Strong hardware, software, and basic networking knowledge
• Experience with onsite and remote staff support
• ITIL awareness or certification
• Ability to travel to multiple locations

Responsibilities

• Deliver 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

Service desk

Communication

Troubleshooting

Remote support

Team collaboration

Education

ITIL certification

Job description

Melbourne Citymission Inc. is seeking an ICT Operations Support Officer to join our ICT operations team across multiple sites in Melbourne.

You will deliver Level 1 and 2 service desk support for hardware, software, mobile devices and cloud services, with a mix of onsite and remote assistance for staff. Ideal candidates have at least 2 years in IT support, strong communication and troubleshooting skills, and knowledge of ITIL, Essential 8 and NIST.