About this opportunity

This is a great opportunity for an experienced Service Desk Officer on a 12 month Fixed Term Contract to deliver reliable and efficient technology solutions to Yarra Trams employees, and service giving to Application Custodians.

Reporting to the Service Delivery Manager, OCMS, a typical week in this role involves: 

• Performing Level 1 & 2 support tasks in accordance with the defined Incident, Request and Change Management processes.
• Responding to Inbound Calls and Requests, providing remote support and managing customer requests through our ServiceNow Employee Centre portal.
• Providing user support for Laptops, Desktops and Toughbooks running Windows 10/11.
• Microsoft 365 Apps with proven experience supporting MS Teams, Outlook and OneDrive.
• Previous level 1 experience and troubleshooting Mailboxes, Calendar delegation and Resource booking.
• Windows File, Print and Directory Services and previous experience with Active Directory Users and Computers.
• Updating the CMDB as required, delivering requests and resolving incidents for each service.
• Supporting telephony and Smartphones both Android and iOS.
• Previous experience with Microsoft Config Manager, Intune, and a good understanding of networking, WiFi and Meeting room audio/visual technologies.
• Contributing to and/or develop centralised communications of all outages (planned and unplanned) and changes to OCMS Services;
• Reviewing existing documentation, updating and sharing knowledge within the Service Desk team.
• Diligently following up Requests, supporting Incidents, communicating with customers to meet contracted Service Level Agreements.
• Being accountable and keeping strict control of IT hardware assets, record keeping and tracking of assets.
• This position is based onsite at Yarra Trams CBD head-office with a view to rotating at our Preston, Southbank & Dockland locations.
• Participating in the 24/7 after hours on-call roster, after 3-6 months in the role.

About you

Ideally you will have:

• Tertiary qualifications in Information Technology or equivalent, relevant to this discipline.
• ITIL Foundation certified, preferred.
• Excellent customer service skills.
• Strong written and verbal communications skills.
• An understanding and experience of adoption and implementation of ITIL practices including Incident, Problem, Request and Knowledge Management.
• Sound knowledge and experience supporting a diverse customer range. 
• Proven ability to engage with customers to resolve issues and increase customer experience and satisfaction. 
• Proven negotiation and dispute resolution skills with both internal and external stakeholders.
• A desire to join a team to collaborate, drive Service Improvement and take on new challenges.
• A current Victorian Driver’s Licence (Full).

Applications close: 15 June 2025