Service Desk Analyst

Melba Support Services; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Learning and development

Career pathways

Exposure to modern technologies

Supportive leaders

Wellbeing initiatives

Meaningful impact

Job summary

Melba Support Services in Melbourne is seeking a Service Desk Analyst to be the first point of contact for IT support across the organisation. You will provide timely technical assistance, log and triage incidents, and ensure services run smoothly.

Working in a collaborative IT team, you will support Microsoft 365, Windows devices, and end-user applications, while focusing on customer service, clear communication, and continuous improvement.

Qualifications

• Experience in IT service delivery and incident management.
• Knowledge of Microsoft 365, Windows devices and common end-user applications.
• Experience using ticketing systems to log, triage, manage and resolve support requests.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Provide first-level support for incidents and service requests raised by staff.
• Log, categorise, prioritise and manage tickets through the service management system.
• Troubleshoot common issues relating to Microsoft 365, Windows devices, user accounts, printing, mobile devices and connectivity.
• Manage support requests through to resolution or handover.
• Support onboarding, role changes and offboarding activities.
• Assist with device setup, deployment, replacement and asset management processes.
• Escalate complex, high-impact or security-related issues.
• Support major incidents and service outages through communication and documentation.
• Maintain accurate records of troubleshooting, actions and final resolutions.
• Collaborate with internal teams and external service providers to deliver positive outcomes.
• Contribute to knowledge base improvements and service improvements.

Skills

IT Service Desk

Microsoft 365

Windows

Ticketing system

Troubleshooting

Customer service

Communication

Organisational skills

Confidentiality

ITIL

Job description

Working at Melba Support Services (Melba)

• We support people with disability to live the life they want.
• We have a zero-tolerance approach to violence, abuse, neglect, and exploitation.
• Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose, and values.
• Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

For over 50 years, Melba has stood beside Victorians with disability, championing choice, dignity, and dreams. As a proud NDIS provider, we offer personalised support, from independent living to community connection. Every service is built around what matters most. You! We open up a world of opportunities for people to live life their way - proudly, joyously, creatively, adventurously

Why Join Us?

At Melba, people lead all decisions about their support. We are proud to do things a little differently; we call it The Melba Way. We ask questions and listen, tailoring all supports to what you need and want, and we tailor all supports to each person. It's how we bring our values to life every day. It's about putting people first, creating personalised support every minute, every hour, every day. If this resonates with you, come join us!

About the Role

This is a full-time, 24-month fixed-term opportunity.

As a Service Desk Analyst, you'll be the first point of contact for IT support across Melba. You'll play a key role in keeping our people connected, productive and supported by providing timely technical assistance, resolving incidents and service requests, and ensuring our technology services run smoothly. Working as part of a collaborative IT team, you'll deliver first-level support across a wide range of systems, devices and applications while maintaining a strong focus on customer service, clear communication and continuous improvement. This role participates in a rotating roster that provides Service Desk coverage between 7:00am and 7:00pm, Monday to Friday. This is a hybrid role offering flexibility, with 2-3 days per week based in our Cheltenham office and the remainder working from home.

What We Offer

When you join Melba, you become part of an organisation that values its people and believes great services start with great teams.

As a Service Desk Analyst, we offer:

• Not-for-profit salary packaging benefits to increase your take-home pay
• Ongoing learning and professional development opportunities
• Career pathways across a diverse range of functions and services
• Exposure to modern technologies and digital transformation initiatives
• Supportive leaders and collaborative teams
• Employee wellbeing initiatives and support services
• The opportunity to make a meaningful impact by supporting the people who support others

What You'll Be Doing

In this role, you'll provide technical support and service delivery that helps our teams work effectively across Melba.

You will:

• Provide first-level support for incidents and service requests raised by staff
• Log, categorise, prioritise and manage tickets through the service management system
• Troubleshoot common issues relating to Microsoft 365, Windows devices, user accounts, printing, mobile devices and connectivity
• Manage support requests through to resolution or confirmed handover
• Support onboarding, role changes and offboarding activities
• Assist with device setup, deployment, replacement and asset management processes
• Escalate complex, high-impact or security-related issues through agreed support pathways
• Support major incidents and service outages through effective communication and documentation
• Maintain accurate records of troubleshooting, actions taken and final resolutions
• Work collaboratively with internal teams and external service providers to deliver positive user outcomes
• Contribute to knowledge base improvements and continuous service improvement initiatives

What Makes a Great Service Desk Analyst?

We're looking for someone who enjoys solving problems, helping others and delivering exceptional customer service. You'll be a strong communicator who can confidently support both technical and non-technical users while maintaining a calm and professional approach.

You will bring:

• Experience working in an IT Service Desk, Helpdesk or technical support environment
• Knowledge of Microsoft 365, Windows devices and common end-user application
• Experience using ticketing systems to log, triage, manage and resolve support requests
• Strong troubleshooting and problem-solving skills
• High attention to detail and excellent organisational skills
• The ability to manage competing priorities in a fast-paced environment
• Strong written and verbal communication skills
• A customer-focused mindset and commitment to delivering quality service
• The ability to build positive working relationships across the organisation
• Strong collaboration and stakeholder engagement skills
• Professional integrity and a commitment to confidentiality
• A willingness to learn and continuously develop your technical capabilities
• Understanding of ITIL principles and the Essential Eight Cyber Security Framework (highly regarded)
• Microsoft certifications such as Azure Fundamentals or Modern Desktop Administrator Associate (desirable)

Requirements

To be successful in this role, you'll need:

• Current NDIS Worker Screening Check or willingness to obtain
• Current Working with Children Check or willingness to obtain
• A current Australian Driver Licence and willingness to travel between Melba locations as required
• Availability to participate in a rotating Service Desk roster between 7:00am and 7:00pm, Monday to Friday
• Successful completion of pre-employment screening, mandatory training and ongoing compliance requirements
• Commitment to workplace health, safety and wellbeing responsibilities

Inclusion at Melba

Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.

What can I earn as a Service Desk Analyst

Melba Support Services is a not-for-profit, community based organisation that supports people who live with a disability to lead lives of their choice. Recognised as the Yarra Ranges ‘Community Group of the Year, 2013’, Melba recently celebrated 40 years of providing quality, individualised services to people with a range of disabilities.

Melba provides a range of services designed to give people with disabilities greater independence and control over their own lives. Services include:

• Community Living (accommodation)
• Community Connections (day services)
• Individualised Support Arrangements
• practical support in everyday life skills
• assistance in pursuing and accessing vocational, education and employment goals
• respite care that provides planned breaks for carers, and
• assessing communication difficulties and sourcing practical solutions.

Accredited by the Council on Quality and Leadership, USA, Melba became the first Australian organisation to be accredited under CQL’s Person-Centred Excellence with Distinction quality framework.

Our mission, individuals with a disability leading everyday lives, underpins every decision, action and communication undertaken at Melba, and helps to ensure that the services we provide value and respect the rights of each person accessing our services, and focuses on each person as an individual.

Source: This is an extract from the company's own website.

Melba Support Services is a not-for-profit, community based organisation that supports people who live with a disability to lead lives of their choice. Recognised as the Yarra Ranges ‘Community Group of the Year, 2013’, Melba recently celebrated 40 years of providing quality, individualised services to people with a range of disabilities.

Melba provides a range of services designed to give people with disabilities greater independence and control over their own lives. Services include:

• Community Living (accommodation)
• Community Connections (day services)
• Individualised Support Arrangements
• practical support in everyday life skills
• assistance in pursuing and accessing vocational, education and employment goals
• respite care that provides planned breaks for carers, and
• assessing communication difficulties and sourcing practical solutions.

Accredited by the Council on Quality and Leadership, USA, Melba became the first Australian organisation to be accredited under CQL’s Person-Centred Excellence with Distinction quality framework.

Our mission, individuals with a disability leading everyday lives, underpins every decision, action and communication undertaken at Melba, and helps to ensure that the services we provide value and respect the rights of each person accessing our services, and focuses on each person as an individual.

Source: This is an extract from the company's own website.