IT Service Desk

Let's talk about this role

Are you a tech-savvy problem solver with a passion for helping people? We're looking for a hands-on IT Service Desk and Field Support Officer based in Melbourne to join our Cloud and Technology Services team.

In this dynamic role, you'll be the face of IT support across our Melbourne, Mulgrave, and Ballarat hubs, resolving technical issues, improving user experiences, and helping our people do their best work every day.

What you'll do:

• Be the first point of contact for IT support queries, both remote and in-person
• Provide exceptional service and technical troubleshooting across hardware, software, mobile and desktop systems
• Support the broader IT team with escalations, documentation, asset management, and system monitoring
• Help maintain and improve our service desk knowledge base and field support processes
• Travel between the Melbourne and Mulgrave offices 4 days a week, and visit Ballarat monthly

Let's talk about you

• Experience in a similar IT support or service desk role
• Solid knowledge of Windows OS, desktop environments, MFDs, mobile devices and networking fundamentals
• Experience with tools like Jira, JAMF, and Intune
• Strong customer service and communication skills-you're calm under pressure and solutions-focused
• A proactive, can-do attitude and the ability to work independently or as part of a team

Bonus points if you have:

• ITIL certification or practical experience applying ITIL principles
• Experience in creating user-friendly documentation or video tutorials
• A current valid driver's licence (for occasional travel)

We recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We're always on the lookout for curious individuals who will add to the culture at nib Group - so if you have relevant experience and this role resonates with you, please apply

Let's talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities. helping members and travellers make more informed healthcare decisions and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let's talk about diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at

Let's talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace
• 50% discount on employee health insurance + 35% off travel insurance
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Access to our nib Well Program and corporate fitness discounts
• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.