IT Service Desk Specialist

Join to apply for the IT Service Desk Specialist role at Nous Group.

Nous Group is an international management consultancy with over 750 people working across Australia and New Zealand, the UK, Ireland and Canada. We are a values-based organisation that is inspired and determined to improve people's lives in significant ways. Working in unique, cross-disciplinary teams we create innovative and enduring solutions that transform businesses, governments, and communities. We realise a bigger idea of success.

Nous Group is proud to be recognised as a Great Place to Work in the UK, Canada, and Australia, reflecting our expanding global influence and success. Nous consistently garners accolades as an exceptional workplace through various competitive reviews. We\'ve been acknowledged as one of LinkedIn's Top Companies for career growth in Australia and have been awarded Best Management Consulting Firm by the Australian Financial Review on multiple occasions.

The role and opportunity: Nous is seeking an IT Service Desk Specialist to join our IT team in a permanent, full-time capacity. This role is on-site, providing hands-on support to our employees from our state-of-the-art Melbourne Quarter office on Collins Street—a space purpose-built to foster innovation, collaboration, and exceptional service.

As an IT Service Desk Specialist, you will play a key role in the effective delivery and improvement of IT operations across the organisation. You will be the "go to" point of escalation for the IT service desk operations team. Reporting into our Head of IT Infrastructure and Operations, this role ensures efficient resolution of complex technical issues and supports the Head of Infrastructure and Operations in maintaining high service standards.

This position also serves as an exciting development opportunity for team members seeking a future career in IT operations leadership or service delivery management, providing exposure to coordination, stakeholder engagement, and continuous improvement practices.

• Act as the first point of escalation for complex support issues, resolving them directly or coordinating with senior engineers when needed
• Oversee day-to-day service desk operations, including regular check-ins with support staff to review unassigned, overdue, and unresolved tickets, ensure SLA compliance, and support consistent ticket hygiene across regions
• Regularly review the configuration of the service desk platform (workflows, service status pages, maintenance windows) and suggest or implement improvements that align with ITIL best practices and evolving team needs
• Collaborate with IT leadership and infrastructure teams on operational initiatives and service improvements
• Proactively identify opportunities for process automation, self-service enhancements, and knowledge base improvements to increase operational efficiency and user satisfaction
• Provide guidance and informal mentorship to IT support staff to ensure consistent service delivery
• Coordinate operational activities with IT Services, including asset management, software licensing, procurement, and vendor engagement
• Identify and escalate recurring technical issues to the appropriate teams for problem management
• Ensure adherence to security and compliance procedures in support activities

• 3+ years in IT support or service desk roles, with demonstrated experience in incident management and technical troubleshooting
• Strong working knowledge of desktop support environments, end-user computing, and service desk platforms
• Exposure to ITSM frameworks such as ITIL (certification preferred but not required)
• Experience coordinating support teams or acting as an escalation point
• Excellent organisational skills, with the ability to manage priorities in a fast-paced environment
• Strong interpersonal and communication skills, with a customer-focused mindset
• Familiarity with endpoint management tools (e.g., Intune), Office 365 administration, and Active Directory

• Variety: No two days are the same You\'ll work on diverse projects and support tasks.
• Growth Opportunities: Enhance your skills and advance your career with ongoing training and development.
• Collaborative Environment: Work with a supportive and talented team.
• Flexibility: Enjoy a balanced work-life with flexible working hours.
• Impact: Make a real difference by contributing to the success of our business.

Nous is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people. Nous is a flexible workplace that offers consulting opportunities on a full-time and part-time basis.

Finally, the important details…

• To apply for a role at Nous in Australia you must have Australian Permanent Residency or right to work in Australia.
• Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous.

• Mid-Senior level

• Full-time

• Information Technology

• Business Consulting and Services