Senior IT Service Desk Officer (Melbourne)

Senior IT Service Desk Officer | Local Government Full‑time role onsite in Caulfield with 1–2 days working from home. M365 / Windows 11. Salary $97K–$100K + super + benefits. The Role We are partnering with a progressive and dynamic Local Government organisation who are seeking a talented, customer‑focused Senior IT Service Desk Officer with outstanding communication skills. You will be a vital technical anchor for the Digital & Technology Services team and deliver premium Level 1–2 support, handle complex technical escalations, and play a pivotal role in mentoring junior Service Desk Officers within a modern Microsoft environment. Responsibilities
- Advanced Support: Act as the senior escalation point for complex incidents, M365/Windows 11 issues, and corporate application disruptions.
- Leadership & Mentoring: Provide day‑to‑day technical guidance and coaching to junior team members to build capability and confidence.
- Infrastructure & Triage: Troubleshoot network fundamentals (LAN/WAN, Wi‑Fi, VPN), support VMware environments, and perform initial triage on endpoint security alerts.
- Device Management: Install, configure, and maintain the corporate device fleet (laptops, mobiles, meeting room tech) using modern MDM solutions.
- Continuous Innovation: Leverage AI tools and automation to optimise workflows, update the Knowledge Base, and improve service delivery. About You
- Experience: Proven track record in a Senior IT Support / L2 role within a medium‑to‑large corporate or public sector environment.
- Technical Stack: Strong expertise in Microsoft 365, Windows 11, MDM platforms, and enterprise applications.
- Core Diagnostics: Solid troubleshooting skills across networks (DHCP, DNS, VPNs) and virtualised infrastructure.
- Frameworks & Security: Solid understanding of ITIL practices (using contemporary ITSM tools) and foundational cyber security principles.
- Communication: Outstanding ability to translate complex technical concepts for non‑technical users, paired with natural coaching skills. Requirements
- Ability to obtain an Employee Working with Children Check and National Police Check.
- Unrestricted Australian working rights.
- Ability to participate in a rotating roster if required. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rnqu5