Service Analyst

City of Melbourne; City of Melbourne; Hybrid; AUD 88,000 - 99,000; Full time

Benefits offered by this job

Flexible working

Hybrid work-from-home options

Study assistance

Corporate discounts

Parental leave (up to 20 weeks)

Job summary

City of Melbourne is seeking a Service Analyst to deliver timely technical support for digital workplace and telephony services, enabling staff to stay connected and productive. You will triage requests, resolve issues, and work with Enterprise Technology Services to ensure accessible and effective support.

This role offers a collaborative, inclusive team culture and opportunities to grow technical capabilities, build stakeholder relationships, and contribute to technology services for the City

Qualifications

• Experience providing first-level IT support and resolving issues.
• Strong customer service skills with stakeholder communication.
• Clear written and verbal communication abilities.
• Experience using service management and ticketing systems.
• Proficiency supporting Microsoft technologies (M365, Windows, AD, Azure/Entra).

Responsibilities

• Manage user access and accounts, including creating, updating and removing permissions in line with security and governance requirements.
• Coordinate allocation and tracking of loan technology equipment.
• Configure and deploy mobile devices and computing equipment.
• Create, maintain and improve knowledge articles and user guides.
• Contribute to technology projects and service improvement initiatives.
• Deliver support and guidance on corporate applications and digital tools.
• Develop and update training resources and online guides.
• Support adoption of new technologies and improve business processes.

Skills

IT support

Customer service

Communication

Service management

Ticketing systems

ITIL knowledge

Tools

Microsoft 365

Windows

Active Directory

Azure/Entra

Job description

• Provide a positive user experience through responsive and reliable technical support.
• 2 year max-term contract
• Salary $87, 550 - $98, 541 plus superannuation

Synopsis

• Provide a positive user experience through responsive and reliable technical support.
• 2 year max-term contract
• Salary $87, 550 - $98, 541 plus superannuation

About The Role

Join a collaborative and inclusive team where your problem-solving skills and commitment to customer service will help enable great outcomes across our internal end-users. As a Service Analyst, you will provide timely technical support for a range of digital workplace and telephony services, helping the staff of the City of Melbourne stay connected and productive

You will play an important role in delivering a positive customer experience by resolving issues, accurately recording and triaging requests, and working closely with colleagues across Enterprise Technology Services to ensure support is accessible, responsive and effective. This is an excellent opportunity to grow your technical capabilities, build strong stakeholder relationships, and contribute to technology services that support the City of Melbourne and the community we serve.

A Little More About The Role

• Manage user access and accounts, including creating, updating and removing permissions in line with security and governance requirements.


• Coordinate the allocation and tracking of loan technology equipment to support business needs.


• Configure and deploy mobile devices and computing equipment, ensuring a positive and seamless user experience.


• Create, maintain and continuously improve knowledge articles, user guides and support documentation.


• Contribute to technology projects and service improvement initiatives across the Enterprise Technology Services team.


• Deliver support and guidance to users on corporate applications and digital tools, helping build confidence and capability across the organisation.


• Develop and update training resources, including online guides, how-to materials and knowledge content.


• Support the adoption of new and enhanced technologies by providing user-focused assistance and identifying opportunities to improve business processes and ways of working.

Why join Team Melbourne?

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it’s your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

About You

What your experience might look like

• Experience providing first-level IT support, using problem-solving and analytical skills to deliver effective solutions.


• Strong customer service skills with the ability to manage expectations, resolve issues, and communicate effectively with diverse stakeholders.


• Well-developed written and verbal communication skills, including the ability to explain technical information in a clear and accessible way.


• Experience using service management and ticketing systems to record, prioritise and coordinate support requests.


• Proficiency supporting Microsoft technologies, including Microsoft 365, Windows, Active Directory and Azure/Entra user administration.


• Ability to work collaboratively, share knowledge, contribute to team success, and support continuous improvement initiatives.


• Understanding of IT service management practices, such as ITIL, Knowledge-Centred Support (KCS), service metrics and standard operating environments.


• Experience supporting mobile devices and digital workplace technologies; knowledge of local government and document management systems is desirable.

Benefits Of Working With Us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.


• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.


• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.


• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

We are a child safe organisation.

Need more info?

Refer to the position description below or contact Richard Avent– Service Desk Lead, [e-mail]

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.