IT Service Desk Specialist

Reece Group; Melbourne; On-site; AUD 54,000 - 72,000; Full time

Job summary

Reece Group is seeking a customer-focused Service Desk Officer to join our busy Technology Operations team in Melbourne on a 12-month fixed-term contract. You will provide high-quality IT support to staff across multiple sites, log incidents in ServiceNow, and coordinate with suppliers to resolve issues.

The role requires experience in a service desk, strong customer-facing communication, ITIL knowledge, and a proactive approach.

Qualifications

• Experience in a service desk or IT support role.
• Strong customer-service mindset and stakeholder communication.
• Solid understanding of ITIL and service principles.
• Methodical troubleshooting with good judgement to escalate when required.

Responsibilities

• Acting as the first point of contact for users seeking technical support and advice.
• Logging, documenting and updating incidents and service requests in our ticketing system (ServiceNow).
• Working with third-party suppliers to resolve tickets and coordinate installation or replacement of IT equipment.

Skills

Service desk experience

Customer service mindset

Communication skills

ITIL knowledge

Troubleshooting

Tools

ServiceNow

Job description

The Reece Group supports customers who deliver essential services that keep communities safe,healthyand running smoothly—from water and infrastructure to heating, cooling and refrigeration.

We are a forward-thinking, technology-driven organisation that continues to grow and diversify, with a strong focus on people,serviceand continuous improvement.

About the Opportunity

We are looking for a customer-focused Service Desk Officer to join our busy team in Cremorne. In this role, you will be a key part of the Technology Operations team, providing high-quality IT support to team members across more than 670 retail branches, supportcentresand warehouses. This is a fast-paced, high-volume environment where your communication skills, problem-solvingmindsetand customer focus will make a real difference.

This is a 12 month fixed term contract.

Key Responsibilities

• Acting as the first point of contact for users seeking technical support and advice
• Logging,documentingand updating incidents and service requests in our ticketing system (ServiceNow)
• Working with third-party suppliers to resolve tickets and coordinate installation or replacement of IT equipment

About You

You thrive in a high-volume support environment and understand the importance of attention to detail, prioritisation and delivering a great customer experience. Attitude really is key - you bring energy,professionalismand a willingness to learn every day.

You will also bring:

• Experience in a service desk or IT support role within a large or progressive organisation
• A strong customer-service mindset and the ability to communicate confidently with stakeholders at all levels
• A solid understanding of ITIL and customer service principles
• A methodical approach to troubleshooting, with the judgement to escalate issues whenrequired
• A genuine commitment to ongoing learning and professional development

Why Join Reece

At Reece, you will work with knowledgeable, supportive people in a culture that values teamwork,developmentand doing things well. If you are looking to build your IT support career in an organisation that invests in its people, we would love to hear from you.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .