End User Services Support Officer

2 x Full Time Permanent Positions

Band 7 - Salary Range $109,825 to $122,758 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

About Melton City Council

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality - one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You'll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

The Opportunity

At the Melton City Council, we strive to create a vibrant and liveable city accessible to all. The Information Technology department contributes to this vision by transforming Melton City Council service delivery to achieve operational excellence, build community trust and enhance citizen experience when engaging with council services.

As the End User Services Support Officer, you will provide second-level desktop, printing, and mobility support, focusing on diagnosing and resolving issues related to the corporate standard operating environments (SOE). This role serves as a direct escalation point for complex SOE incidents and manages the fulfillment of new hardware and software requests. You will ensure high-impact, high-visibility IT services are delivered effectively within specified timeframes and budgets, maintaining stability, and supporting successful IT service rollouts.

Key Responsibilities

• Steer IT assets through their life cycle to ensure that their use delivers value at optimal cost, remains operational, and accounted for.
• Apply highly developed communication, negotiation and influencing skills to establish and maintain effective collaborative relationships with key internal and external stakeholders and service providers to ensure an effective team approach is adopted.
• Demonstrate expert knowledge and extensive industry experience in preparing the delivery of IT services, ensuring effective management of service support and quality as measured by IT's clients and customers.
• Demonstrated ability to promote a culture of accountability, teamwork, customer focus and innovation.

To view the Position Description, click here.

About you

To be successful in this role you will have the following:

• Tertiary Qualification in Information Technology with 5+ years of End User Support experience to the capabilities of this role
• Certification in Information Technology Infrastructure Library (ITIL).
• Demonstrated ability to diagnose and resolve complex issues across a range of agreed IT products and services.
• Strong communication skills to building working relationships with internal and external stakeholders.
• Experience with identifying the root cause of incidents or IT service delivery problems and developing plans to remediate these issues.
• Demonstrated support and understanding of various IT infrastructure environments.

Culture and Values

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there's a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we'd love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

• Motivate
• Empower
• Lead
• Trust
• Open
• Nurture

Benefits

There are a number of great reasons why our people love working at Melton City Council:

Staff Benefits | Melton City Council

• 13 ADO's (Accrued Day Off) per year
• 5 weeks annual leave
• Flexible Working Hours
• Extensive Career Development & Leadership Programs
• 16 weeks Paid Parental Leave (Super is paid during parental leave)
• 3 weeks Paid Secondary Carer Leave
• Family Room available including Breastfeeding Facilities - Australian Breastfeeding Association
• Wellbeing initiatives
• Subsidised Uniforms

How To Apply

If you require further information about the position, please contact Umair Saleem, IT Workplace Services Lead on

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any public health orders applicable to local government.

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If selected for an interview and you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

Melton City Council is committed to being a child safe organisation and has Zero tolerance for child abuse. Melton City Council is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is at the centre of our everyday thinking and service delivery.

Applications close 11:59pm Monday 7 July 2025