This is a Service Desk Agent role with Medibank based in Melbourne, VIC, AU Medibank Role Seniority - junior More about the Service Desk Agent role at Medibank Job description: You’re only human. It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us. We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia. The Role We are seeking passionate and customer-focused Level 1 Service Desk Agents to join our team. As the first point of contact for all IT-related queries, incidents, and requests from internal team members, you will play a critical role in delivering an exceptional support experience. The position is pivotal in ensuring effective resolution or escalation of issues within agreed service levels, contributing to the overall efficiency and satisfaction of IT service delivery. Service Desk Agents provide frontline technical support and maintain a positive end-user experience through clear communication, technical troubleshooting, ownership and customer service excellence. Location & Work Model Roles are based in VIC, NSW, and SA, with a hybrid work model (work-from-home and in-office rotation). Core hours are Monday to Friday during business hours, with additional support provided through on-call coverage outside of core operational hours. The Responsibilities: Act as the initial point of contact for IT support via phone, email, chat, and ticketing systems. Accurately log, categorise, and prioritise incidents and service requests in the IT Service Management system (ServiceNow) Perform initial triage, troubleshooting, and resolution for common issues related to desktop hardware, software, mobile devices, networks, email, and enterprise applications. Escalate complex issues to second- or third-level support teams, ensuring clear documentation and appropriate handover. Monitor incident and request queues to ensure tickets are updated and resolved within SLAs. Provide updates to users on the status of their issues and manage expectations effectively. Support onboarding/offboarding processes, including provisioning of user accounts and access. About You: 1–2 years’ experience in a service desk or IT support role (Level 1 or equivalent). Strong customer service orientation with excellent communication and interpersonal skills. Working knowledge and experience with Microsoft operating systems and technologies, including but not limited to Microsoft Azure, Active Directory, Office 365, and Windows 10/11, Mac OS Exceptional problem-solving skills with a proactive approach to resolving IT issues. Experience working with third-party IT service providers. Ability to multitask, prioritize, and manage time effectively in a high-volume environment. Imagine working with us We understand that work means different things to everyone We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work. Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn’t a buzzword, it’s a reality. Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/ For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could. Inclusion and Accessibility We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA community including transgender and gender diverse applicants. For any adjustments or alternative formats during the recruitment process, please contact us at careers@medibank.com.au. To learn about our commitments and employee experiences, go to https://careers.medibank.com.au/culture/diversity-inclusion/ Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Medibank team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Acting as the initial point of contact Logging and categorizing incidents Monitoring incident queues Key Strengths Customer service orientation ️ Technical troubleshooting Communication skills Experience with Microsoft technologies ⏰ Time management Experience with IT service providers A Final Note: This is a role with Medibank not with Hatch.