Officer Service Desk

Ding Ding Trams are the heartbeat of Melbourne - come be part of our team on the largest and most iconic tram network in the world.

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**About this opportunity**

This is a great opportunity for an experienced Service Desk Officer 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.
- 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.

**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).

**Why Yarra Trams?**

Do you want to be a part of a workplace that is based on respect, promotes diversity, and encourages inclusiveness?
If you choose to work with us, you will be joining a team of passionate professionals dedicated to the delivery and improvement of Melbourne’s biggest icon Additionally, you will receive:

- 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 and paid superannuation for primary caregivers

**About Yarra Trams**

Our passengers, community, people, and operations are the four foundational pillars of our organisation, which help us to continuously improve and deliver safer, better, and more efficient tram services across Melbourne.

As the proud operator of the world's largest tram network and integral part of Melbourne's transport network, Keolis Downer is committed to moving Melbourne forward by delivering solutions for better tram journeys.

**Please note**, our selection process will include pre-employment checks, including police check and pre-employment medical check. 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. Additionally all workers are required to be fully vaccinated against COVID-19 (two doses) unless they have a legitimate and lawful exemption. Evidence of your COVID-19 digital vaccination or exemption certificate will be required.