Service Desk Support Officer

6 hours ago

Melbourne, Victoria, Australia Guild Insurance Limited Full time $60,000 - $90,000 per year

Service Desk Support Officer (4-month contract)

At Guild Group, we thrive together by staying connected to meaningful work and supporting each other to grow. Our people are driven by purpose, curious about what's possible and genuinely care about the impact they make.

We work together to protect those who protect others and we're proud to support the people our communities rely on. Collaboration, respect and continuous learning shape how we show up every day for each other and for our customers. Regardless of how long you are here, you'll be part of a team that values your contribution, encourages your development and celebrates your success.

What you'll be doing

  • Provide end-to-end ownership of incidents and service requests, ensuring accurate documentation of symptoms and timely follow-up communication
  • Deliver responsive and professional support to Guild Group employees via phone, email and in person
  • Fulfil service requests in line with established procedures, including onboarding, role changes and offboarding
  • Assist with desktop support activities and contribute to the resolution of major incidents when required
  • Maintain and update technical documentation, ensuring it is stored appropriately and accessible within the knowledge base
  • Support problem management by contributing to root cause analysis and troubleshooting across the technology environment
  • Collaborate with internal teams and external vendors to resolve issues and improve service delivery
  • Identify opportunities to improve work processes and contribute to the development of efficient technology solutions
  • Communicate clearly with team members and leaders regarding workload, issues and progress

What you'll bring

You have at least 2-3 years of IT helpdesk experience, with a strong understanding of Microsoft Windows, Office 365, Active Directory and desktop hardware. You're a natural problem solver who can work independently and prioritise effectively.

You're a team player who communicates clearly, asks questions and shares knowledge. You're curious, collaborative and committed to helping others. Your ability to translate technical issues into business language and your willingness to learn make you a great fit for our team.

We offer

This is a 4-month max term contract, working from our Melbourne CBD office and some flexibility to also work from home.

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