IT Service Desk Officer

Ding Ding Trams are the heart of Melbourne - join our team and be part of the world’s largest tram network.

**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

**Why Yarra Trams?**

At Yarra Trams, we foster a workplace built on respect, celebrate diversity, and embrace inclusivity. Plus, you’ll enjoy the following benefits:

- A Free travel pass for Victoria’s Public Transport Network
- Competitive salary and great conditions
- Professional Development
- Career growth opportunities
- A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
- Paid Parental leave for primary caregivers

**About Yarra Trams**

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).