IT Service Desk in Melbourne

Role: IT Service Desk
Location: Melbourne
Employment Type: Contract Role
Role type: Part-time (Candidates are expected to work daily but not for the full day, 4-5 hours per
day)

1. Inbound Voice Support and Incident Management

• Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach.
• Actively listen to users to accurately capture symptoms, business impact, urgency, affected location, affected device, and user contact details.
• Log all interactions accurately in the ITSM tool, such as ServiceNow or Jira, including call notes, troubleshooting performed, categorisation, priority, assignment group, and next actions.
• Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems.
• Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA requirements.

2. L1.5 Technical Troubleshooting and Resolution

• Provide L1 and L1.5 troubleshooting for Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access, and enterprise applications.
• Perform Active Directory and Azure AD support activities such as password reset, account unlock, group membership validation, MFA checks, and user access verification as per approved procedures.
• Troubleshoot store technology issues including POS terminals, handheld devices, printers, scanners, registers, EFTPOS/payment peripherals, docking stations, monitors, and basic cabling/connectivity checks.
• Support store operations by guiding users through standard checks, reboot sequences, service validations, device mapping, printer queue checks, basic network checks, and knowledge article driven fixes.
• Use knowledge base articles, SOPs, scripts, and known error records to maximise first contact resolution and reduce avoidable escalations.
• Recognise patterns across calls and raise potential major incident signals where multiple Supermarkets, applications, or infrastructure components appear impacted.

3. Retail Store Support and Operations Awareness

• Understand the operational sensitivity of retail store incidents.
• Provide clear, step-by-step guidance to store team members who may have limited technical experience and may be under time pressure during peak trading periods.
• Differentiate between single-user, single-device, single-store, multi-store, and enterprise impacting incidents to support accurate triage and escalation.
• Capture the relevant details and work closely with resolver groups supporting store infrastructure, applications, network, telephony, endpoint, identity, and field services teams.
• Support shift handover by highlighting open store-impacting issues, aged incidents, repeated call drivers, and any priority events requiring follow-up.

4. Ticket Escalation and Lifecycle Management

• Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff.
• Maintain ownership of user communication even after escalation by providing timely updates according to SLA and operational procedures.
• Monitor assigned queues, follow up on pending tickets, chase missing information, and ensure tickets are updated with accurate status and resolution notes.
• Contribute to effective incident lifecycle management by ensuring incidents are not left unactioned, duplicated, misrouted, or missing critical information.

5. Communication, Quality and Documentation

• Translate technical concepts into simple, easy-to-understand language for non-technical users across Supermarkets, distribution centres, support offices, and vendor teams.
• Document troubleshooting steps, resolution outcomes, escalation notes, error messages, screenshots references, and user communications accurately in the ticket.
• Identify knowledge gaps, repeated call drivers, and unclear documentation, then suggest updates to knowledge articles or SOPs.
• Follow ITIL-aligned practices for incident management, request fulfilment, escalation, major incident awareness, and service restoration.

Role Requirements

Education and Experience

• High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred.
• 2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment.
• Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded.
• Exposure to ITIL incident, request, escalation, SLA, and knowledge management practices is desirable.

Technical Skills

• Proficiency with Windows 10/11 and/or macOS support in an enterprise environment.
• Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks, and basic group membership support.
• Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and SharePoint.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting.
• Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms.
• Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred.
• Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately.

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