Service Desk Officer

Reece Australia Pty Ltd; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Reece Australia Pty Ltd is seeking a Service Desk Officer to join the Technology Operations team in Cremorne. This 12-month fixed-term contract role focuses on delivering high-quality IT support to colleagues across retail branches, support centres and warehouses.

You will be the first point of contact for technical issues, logging incidents in ServiceNow and coordinating with third-party vendors to resolve hardware and software tickets.

Qualifications

• 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 scale issues when required.
• A genuine commitment to ongoing learning and professional development.

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

IT Support

Customer Service Mindset

ITIL Knowledge

Communication Skills

Problem Solving

Tools

ServiceNow

Job description

Service Desk Officer

About Us

The Reece Group supports customers who deliver essential services that keep communities safe, healthy and 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, service and 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, support centres and warehouses. This is a fast-paced, high-volume environment where your communication skills, problem-solving mindset and 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, 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

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, professionalism and 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 scale issues when required
• 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, development and doing things well.

Reece is more than a workplace—it’s where your passion meets purpose. In Australia and New Zealand, we support the essential industries that keep communities thriving. With a focus on collaboration, innovation, and customer success, we offer opportunities to make a difference at every stage of your career. Whether you’re working in our branches, showrooms, or support centre, you’ll be part of a team committed to professional growth and delivering world-class solutions.