About Us

Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.

The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1000 employees, it is a busy and vibrant workplace.

What’s on Offer

• Work Life Balance – We offer a hybrid working model, flexible working arrangements and generous leave provisions.
• Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence.
• Security – Permanent full-time role, based in the Rosebud office. Band 5 - $78,281.40 per annum (excl. super).
• Career – Opportunity to grow and develop with excellent learning and development opportunities.

About the Role

This position serves as the primary point of contact for all internal and external customers seeking assistance with computer hardware, software, network issues, and telecommunication systems. Requests can be made via phone, email, or face-to-face interactions. The role involves managing customer expectations by taking ownership of their problems. Reporting to the Team Leader – IT Service Desk, the core responsibilities include:

• Deliver IT customer service with courtesy, calmness, and professionalism, addressing requests via telephone, email, and walk-ins.
• Resolve technical issues at the first point of contact whenever possible, within time constraints.
• Provide support to users in a hybrid workforce, including onsite assistance when necessary.
• Collaborate with the Level 1 team to efficiently onboard, manage changes, and terminate users.
• Keep service desk Level 1 tickets updated, respond promptly, and resolve issues at the first instance while adhering to Service Level Agreements (SLA).
• Escalate issues to Level 2/Level 3 after initial troubleshooting when necessary and ensure follow-through on escalated calls until completion.
• Maintain the IT asset database, assigning and collecting assets, and updating the database accordingly.
• Support Windows 10, Microsoft 365 Exchange/Teams, Active Directory (AD), and Azure AD.
• Image, deploy, and troubleshoot desktop and laptop hardware and associated peripherals.
• Assist with the configuration, distribution, and management of mobile devices, including iPads and Android tablets, as well as asset collections.
• Aid in the setup and troubleshooting of video conferencing and audio-visual equipment.

About You

• Experience with AV technology, video conferencing, and live AV events (mandatory).
• A minimum qualification from TAFE in IT or a related field.
• 2-3 years of experience in an IT Service Desk environment.
• Demonstrated expertise in troubleshooting and resolving issues across end-user IT devices, software, and network systems, with a strong ability to apply effective problem-solving techniques in complex technical environments.
• Comprehensive understanding of PCs, notebooks, and tablets within a networked environment.
• In-depth knowledge of Active Directory, Azure, Microsoft Office 365 administration, and Windows 10.
• Strong familiarity with mobile devices, including Apple and Android devices.
• Thorough understanding and application of privacy and confidentiality principles.

How to Apply

If this role sounds like you, click 'Apply'.

The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups.

Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and National Police Checks.

Applicants must have valid Australian work rights.

For further information about the role, you can download the Position Description by clicking 'Apply'. For a confidential discussion about this opportunity, please contact: Tasdiq Ahmed, Team Leader – IT Service Desk on (03) 5950 1128.

Applications Close: 6pm Wednesday 14 May 2025.