Retail IT Service Desk - Part-Time in Melbourne

Aussie IT Jobs; Melbourne; On-site; AUD 34,000 - 55,000; Part time

Job summary

Aussie IT Jobs is seeking an IT Service Desk professional for a Melbourne-based contract role. You will handle inbound voice support, diagnose incidents, and document steps in an ITSM tool while ensuring customer-focused service.

The role covers L1 and L1.5 troubleshooting for Windows/macOS, Microsoft 365, VPN, Citrix/VDI, and store peripherals, with escalation to Tier 2/3 when needed. Prior retail/point-of-sale experience is advantageous.

Qualifications

• High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or related field preferred.
• 2–3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment.
• Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded.
• Exposure to ITIL incident, request, escalation, SLA, and knowledge management practices is desirable.

Responsibilities

• Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach.
• Log all interactions accurately in the ITSM tool, including call notes, troubleshooting performed, categorisation, priority, assignment group, and next actions.
• Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems.
• Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA requirements.
• Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff.

Skills

Communication

Customer focus

Problem solving

Time management

Education

High school diploma or equivalent

Bachelor degree or Diploma in Computer Science/IT

Tools

ServiceNow

Jira

Job description

Aussie IT Jobs is seeking an IT Service Desk professional for a Melbourne-based contract role. You will handle inbound voice support, diagnose incidents, and document steps in an ITSM tool while ensuring customer-focused service.

The role covers L1 and L1.5 troubleshooting for Windows/macOS, Microsoft 365, VPN, Citrix/VDI, and store peripherals, with escalation to Tier 2/3 when needed. Prior retail/point-of-sale experience is advantageous.