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
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