Service Desk Consultant

9 hours ago

Footscray, Victoria, Australia State Trustees Limited Full time $60,000 - $72,000 per year
  • Footscray location with flexible, hybrid work arrangement
  • Provide technical IT services and support in public sector organisation
  • Salary circa $64,000 plus super
  • Applications close 22 October 2025

About the Role

As a Service Desk Consultant, you will be the first point of contact for IT support across State Trustees. You'll be the "voice of IT," helping colleagues resolve incidents and service requests while ensuring systems remain secure and reliable. From troubleshooting issues to setting up new users, you'll play a key role in keeping our people connected and productive. This role offers variety, responsibility, and the chance to make a difference in a values-driven organisation.

Key Responsibilities

  • Act as the first point of contact for IT incidents and service requests via phone, email, or in person
  • Resolve technical issues on first contact where possible, or escalate effectively
  • Support staff with desktop, network, mobile, and application queries
  • Monitor and manage IT security incidents, raising awareness across the business
  • Contribute to process improvements and knowledge-sharing within the Service Desk team
  • Build strong working relationships with staff and external service providers

Skills and Experience

  • Qualification in IT or business-related discipline, or equivalent professional experience
  • Experience in 1st and 2nd level IT support within a service desk environment (ITIL framework)
  • Excellent communication and customer service skills
  • Strong working knowledge of Windows 10, Office 365, Active Directory, Exchange Online and SharePoint
  • Exposure or experience with Windows 11 desirable
  • Experience with Azure AD, anti-virus and patch management, and remote access technologies (e.g. Citrix, MS Teams, Zoom)
  • ITIL Service Management Foundation Certification
  • Ability to raise awareness and educate staff on IT security concepts

A relevant tertiary qualification, in addition to exposure to an ITIL Service Desk environment will also be required. Experience with Windows 2019 server maintenance as well as exposure to Voice Technology (PABX, IVR, ACD) will be highly regarded.

Employee Benefits

Our people's wellbeing is important, and we are proud to offer the following benefits:

  • Career development
  • Health and well-being programs
  • Flexible working conditions
  • Education assistance
  • Purchased leave
  • Employee assistance program
  • Reward and recognition program
  • Free Will preparation
  • Retailer discounts
  • Charitable workplace giving
  • Employee social club

Our Culture

For our clients, our people and the Victorian community, we demonstrate Care, Unity, Passion - we are here, we work together, and we bring our best.

How to Apply

Click Apply to start your application and include a cover letter and resume.

We value diversity and inclusion and welcome applicants of all backgrounds, abilities, and identities. If you believe you're a good fit, we'd love to hear from you.

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