Add expected salary to your profile for insights
We are seeking a Senior Service Desk Analyst to join our team and provide high-level technical support while leading by example within the Service Desk function. In this role, you will be responsible for the effective resolution of incidents and service requests, ensuring a seamless and positive experience for end-users. You will also play a vital role in mentoring junior analysts, contributing to knowledge management, and driving continuous improvement initiatives.
This position offers the opportunity to take ownership of escalated issues and help shape the way we deliver support services. Flexibility to work occasional evenings or weekends may be required to support system upgrades, maintenance activities, or respond to critical incidents.
About the Role
Oversee daily Service Desk operations, including ticket management, workload prioritization, and monitoring of performance metrics to optimize service delivery.
Serve as a subject matter expert (SME) and mentor within the Service Desk team, providing guidance on complex technical issues, troubleshooting strategies, and best practices for incident resolution.
Lead the handling of major incidents and high-priority service requests, ensuring timely escalation, coordination, and resolution while maintaining clear communication with stakeholders and management.
Drive incident management processes, including root cause analysis (RCA), post-incident reviews, and the implementation of preventive measures to minimize future disruptions.
Drive the development and maintenance of a comprehensive knowledge base, technical documentation, and standard operating procedures (SOPs) to support efficient incident resolution and knowledge sharing across the organisation.
Understand the role that interaction with clients plays in contributing to the sales revenue budget.
Serve as a primary point of contact and liaison between the Service Desk, IT teams, vendors, and business stakeholders, ensuring clear communication, alignment of priorities, and effective resolution of issues.
About you
Advanced Technical Skills: Proficiency in advanced IT concepts and technologies relevant to Service Desk operations, such as ITIL framework implementation, IT service management tools (e.g., ServiceNow, Remedy), and automation solutions.
Strong analytical and problem-solving skills, with the ability to analyse complex technical issues and provide innovative solutions.
Excellent communication and interpersonal skills, with a customer-focused approach to service delivery.
Proven experience managing a small team of direct reports in a similar role.
Proven experience in a Service Desk or Help Desk role, handling escalated incidents and service requests in a corporate environment.
Solid understanding of ITIL framework principles, including incident management, problem management, and change management processes.
Expertise in supporting Microsoft Windows and Office suites, Active Directory, and desktop hardware.
Experience with remote desktop support tools and ticketing systems (e.g., ServiceNow, Remedy).
Knowledge of networking concepts, TCP/IP protocols, and troubleshooting connectivity issues.
Familiarity with endpoint security solutions, antivirus software, and mobile device management.
Previous experience in leading or participating in IT projects and initiatives, including system upgrades and service improvements.
Why Work with VCET?
Be where the action is—shaping Victoria’s most exciting event venues.
Work in world-class spaces designed for innovation and connection.
Grow with career development, training, and flexible hybrid options.
Join a workplace driven by sustainability, inclusivity, and creativity.
Help bring Melbourne and Geelong’s energy, stories, and spirit to life.
Enjoy exclusive perks, from event discounts to wellness initiatives.
Make an Impact
We don’t just talk about community; we invest in it. Through our partnerships with leading Australian charities, we contribute nearly $2 million annually to causes that champion sustainability, inclusivity, and innovation.
We value your growth, wellbeing, and balance, offering:
* Flexibility – Hybrid work (up to 4 days from home), 14 weeks paid parental leave, and special leave for life’s moments.
* Career Growth – Training, mentorship, and opportunities across two venues.
* Wellbeing Support – Healthy Day Leave, confidential counselling, financial coaching, and discounted gym access.
* Exclusive Perks – Free meals, on-site parking, dry cleaning, health insurance, childcare discounts, and free event tickets.
* End of year closure – Spend much-needed time with friends and family.
Ready to Apply
We’d love to see how your unique experience can add to our team. Apply now or explore all current opportunities.
Acknowledgement of Country
We acknowledge the Traditional Owners of the lands on which we operate our venues in Narrm and Djilang; the Wurundjeri Woi Wurrung and Wadawurrung peoples of the Kulin Nations. We pay our respects to Elders of all First Nations communities and seek to honour the long-standing tradition of building community and exchanging ideas on these lands.
#J-18808-Ljbffr