Senior Service Desk Officer

21 hours ago

Fawkner, Victoria, Australia GMCT Full time $80,000 - $120,000 per year
  • Full time, Permanent role
  • One RDO (Rostered Day Off) per month
  • Salary: EBA Level 4.1 ($82,600.08+super)
  • Location: Fawkner and Lilydale

The opportunity

The Senior Service Desk Officer delivers frontline IT support to staff use of technology services and assets. Providing resolution to incident and service requests within GMCT's ITSM platform and in line with GMCT Service Management procedures and process. Ensuring proactive communication, documentation, and adherence to ITIL best practices.

The role supports continuous improvement, vendor support coordination and contributes to a positive IT culture that embraces Team collaboration, technical excellence with strong customer service values.

Key Responsibilities included but not limited to

Team Collaboration

  • Serve as a point of escalation for junior service desk officers and assist with resolving or escalating complex service or incident requests.
  • Uphold a positive IT culture by embracing new technologies and supporting change initiatives.

Service Desk Operations & Technical Support

  • Fulfil service, support and account/system administration needs within a diverse, multi-site Organisation.
  • Monitor system performance and service desk metrics to identify trends and proactively address or escalate potential issues.
  • Troubleshoot and resolve incidents and service requests in line with SLAs.
  • Assist in managing software and hardware asset lifecycles, including installation, configuration, patching, license administration, and decommissioning.
  • Maintain cyber and information security integrity across the technology environment.
  • Provide informal training or guidance to staff on IT systems and best practices.

Service Desk Administration

  • Support daily service desk operations using ITSM and telephony tools.
  • Maintain detailed and accurate information on progress, priority, status, and resolution within ITSM and team task tracking tools.
  • Adhere to service management processes and procedures, guided by ITIL best practices.

Communication & Customer Service

  • Deliver high-quality customer service with a professional and empathetic approach.
  • Communicate effectively with stakeholders during incidents, providing regular status updates.
  • Help coordinate responses during outages or major incidents.

Senior-Level Responsibilities & Reporting

  • Monitor system performance and service desk metrics to identify trends or potential issues.
  • Assist in creating and delivering reports on service desk performance and KPIs.

To be successful in this position you will require:

  • Comprehensive qualification and/or experience in support of Information & Communication Technology Services.
  • Demonstrated ability to troubleshoot technical issues to resolution and/or escalate as required.
  • Experience in delivery of front-line service desk functions in line with the ITIL framework, including
  • incidents, problems, service requests, change and asset management, etc.
  • Demonstrated ability in managing time, plan and organise work including prioritising of jobs with consideration of business impact.
  • Develop and maintain excellent working relationships with staff, stakeholders and suppliers.
  • Demonstrated ability to work within a diverse team environment.
  • Excellent written and verbal communication skills.

A career with us:

Our people are our most valued asset – we understand the importance of providing a rewarding, inclusive and supportive work environment where all people are empowered to bring their best selves.

We offer:

  • Comprehensive induction program
  • One RDO (Rostered Day Off) per month
  • Fantastic Training and Development opportunities
  • Free onsite car parking
  • A collaborative team that fosters growth and innovation
  • Employee Assistance Program to support our employees and their family's overall wellbeing

How to apply:

Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role, and how your skills, knowledge, experience and qualifications are applicable to the role.

Applications close 5pm Thursday, 16 September 2025

For a confidential discussion, please contact Saoirse on

Please apply via our careers site by following the link below:

This position requires the successful candidate to undergo a pre-employment medical and police check.

GMCT is a Supportive Employer of Australian Defence Force Reservists.
GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at

What we do

The Greater Metropolitan Cemeteries Trust (GMCT) is a not-for-profit, purpose driven organisation - and we give effect to that purpose through our staff.
We take pride in the quality of our team. We are committed to the development of our team and foster a dynamic and people centred work culture that is dedicated to fulfilling our vision.

We are a business that truly live and breathe our values of integrity, compassion, respect and sustainability, and our team genuinely cares for and supports one another.

  • Customer Service Officer

    24 hours ago

    Fawkner, Victoria, Australia YMCA Full time $31,200 - $63,360 per year

    Free access to gyms, recreation, and aquatics centres across the stateGreet customers and be the face of the centreCasual- up to $31.18 per hour + Super & Y Benefits (may also be offered on a part-time basis)Our Vision is a better tomorrow where all people can belong.As the largest employer in fitness and recreation we have more than 5,000 staff at over 140...

  • Customer Service Representative

    3 days ago

    Fawkner, Victoria, Australia Navy Strength Ice Co. Full time $60,000 - $80,000 per year

    Customer Services RepresentativeNavy Strength Ice Co. (NSI) – Fawkner, MelbourneAbout UsAt NSI, we put People Before Drinks. As a hospitality-focussed company, our philosophy is built on Integrity, Authenticity, Quality, Consistency, and Excellence. We're passionate about hospitality in its truest sense—selfless service, strong relationships, and...

  • Sales Analyst

    3 days ago

    Fawkner, Victoria, Australia Sealed Air Corporation Full time $90,000 - $120,000 per year

    Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to foster a caring, high-performance growth culture that will deliver consistent,...

  • Finance and Governance Graduate

    20 hours ago

    Fawkner, Victoria, Australia GMCT Full time $60,000 - $80,000 per year

    ​​​​​Full time, Fixed term (2 years)One RDO (Rostered Day Off) per monthLocation: Fawkner/HybridThe opportunityThe Finance and Governance Graduate at GMCT is responsible for efficiently managing accounts receivable and bank reconciliation functions, ensuring high-quality service to stakeholders. Collaborating closely with the Accounts Payable...

  • Cemetery Operations Groundsperson

    2 weeks ago

    Fawkner, Victoria, Australia GMCT Full time $80,800 per year

    Full time, Permanent roleTwo RDO's (Rostered Day Off) per monthSalary: EBA Level 2.1 ($77,566.99+Super)Location: FawknerAre you someone who has extensive experience in grounds/garden maintenance?Are you compassionate by nature?The opportunityThis role within our Fawkner Cemetery involves the upkeep and general maintenance of the cemetery grounds by way of...

  • Customer Service Officer

    1 week ago

    Fawkner, Australia YMCA Recreation Full time

    Free access to gyms, recreation, and aquatics centres across the state! - Greet customers and be the face of the centre! - Our Vision is a better tomorrow where all people can belong._ As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will work with fun colleagues who have a...

  • Medical Receptionist

    3 days ago

    Fawkner, Australia A1 Doctors Surgery Full time

    We are looking for a part time or casual medical receptionist, who has experience atleast 1year ,at A1 Doctors Surgery in Fawkner. A1 Doctors Surgery is a small family but busy clinic in the heart of Fawkner. We strive to provide the best quality of care to our patients. The services we provide include bulk billed services, cosmetic procedures and skin...

  • Administration Officer

    1 week ago

    Fawkner, Australia YMCA Recreation Full time

    Develop your career in Administration in this key support role! - Role located at Fawkner Centre - $50,983 per annum + super RE Grade 3 | Full-Time - At the Y our vision is a better tomorrow where all people can belong._ - As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will...

  • Food Service Assistant- Fawkner

    1 week ago

    Fawkner, Australia Regis Aged Care Full time

    **General information**: - Position number - 50500841 - Posted date - 03-Dec-2024 - Closed date - 31-Dec-2024 - Business unit - Residential Aged Care - Division - Southern Operations - Office location - Fawkner **Description and requirements**: - The Food Services Assistant (FSA) is vital in providing efficient, high-quality catering support services...

  • Medical Receptionist

    3 days ago

    Fawkner VIC, Australia A1 Doctors Surgery Full time

    We are looking for a part time or casual medical receptionist , who has experience atleast 1year ,at A1 Doctors Surgery in Fawkner.A1 Doctors Surgery is a small family but busy clinic in the heart of Fawkner. We strive to provide the best quality of care to our patients. The services we provide include bulk billed services, cosmetic procedures and skin...

  • Aquatic Programs Coordinator

    1 week ago

    Fawkner, Australia YMCA Victoria Full time

    Develop your career in Aquatics in this supported leadership role - Mentoring and development opportunities to help you grow into the role - $63,875 per annum + Super | Permanent Full Time At the Y our vision is simple - Amplify Your Voice. Shape Our Community. Challenge Our World As the largest employer in fitness and recreation we have more than 4,400...

  • Commercial Cleaner

    3 days ago

    Fawkner, Australia Sanifect Full time

    **The Opportunity** In this role you will be required to undertake: - General cleaning of a large facility as part of a team - Sweeping, mopping, and vacuuming - Disinfecting areas such as public space, meal rooms, offices, bathrooms - Manual handling and lifting of equipment - Removal of waste - Use of chemicals to sanitise and disinfect - Proactively...

  • Sales Representative

    3 days ago

    Fawkner VIC, Australia ENGAGE DIRECT Full time

    Sales RepresentativeStart Date: ImmediateBreak out of average. Start earning what you're worth.Engage Direct is expanding across Melbourne, and we're looking for driven individuals to join our direct sales team. You'll be promoting a high-value automotive product to local residents — face-to-face, no desk, no ceiling on income. Just real conversations,...

  • Part Time Support Worker

    7 days ago

    Fawkner, Australia Omni-Care Pty Ltd. Full time

    **Are you also a Support Worker looking to progress your career from casual work with no real guarantee in security or income to something more permanent? We can help with that.** We are offering part-time permanent contracts, with all the goodies that come with it - including guaranteed hours & leave benefits plus so much more. **Your New Role** - Travel...

  • Account Manager

    2 weeks ago

    Fawkner, Australia Sealed Air Full time

    SEE designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. SEE strives to foster a caring, high-performance growth culture that will deliver consistent, sustainable...