Senior IT Service Desk Officer | Local Government
* Full-time Role Onsite in Caulfield with 1-2 Days Working From Home
* M365 / Windows 11
* 97K - $100K + Super + Benefits
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 modern 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.
Apply Now!
If you're an experienced Senior IT Service Desk professional looking to join a progressive and supportive environment, please submit your resume outlining your relevant experience required for the role.
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