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About this opportunity

This is a great opportunity for an experienced Service Desk Officer on a 12 month Fixed Term Contract to deliver reliable and efficient technology solutions to Yarra Trams employees, and service giving to Application Custodians.

Reporting to the Service Delivery Manager, OCMS, a typical week in this role involves:

• Performing Level 1 & 2 support tasks in accordance with the defined Incident, Request and Change Management processes.
• Responding to Inbound Calls and Requests, providing remote support and managing customer requests through our ServiceNow Employee Centre portal.
• Providing user support for Laptops, Desktops and Toughbooks running Windows 10/11.
• Microsoft 365 Apps with proven experience supporting MS Teams, Outlook and OneDrive.
• Previous level 1 experience and troubleshooting Mailboxes, Calendar delegation and Resource booking.
• Windows File, Print and Directory Services and previous experience with Active Directory Users and Computers.
• Updating the CMDB as required, delivering requests and resolving incidents for each service.
• Supporting telephony and Smartphones both Android and iOS.
• Previous experience with Microsoft Config Manager, Intune, and a good understanding of networking, WiFi and Meeting room audio/visual technologies.
• Contributing to and/or develop centralised communications of all outages (planned and unplanned) and changes to OCMS Services;
• Reviewing existing documentation, updating and sharing knowledge within the Service Desk team.
• Diligently following up Requests, supporting Incidents, communicating with customers to meet contracted Service Level Agreements.
• Being accountable and keeping strict control of IT hardware assets, record keeping and tracking of assets.
• This position is based onsite at Yarra Trams CBD head-office with a view to rotating at our Preston, Southbank & Dockland locations.
• Participating in the 24/7 after hours on-call roster, after 3-6 months in the role.

About you

Ideally you will have:

• Tertiary qualifications in Information Technology or equivalent, relevant to this discipline.
• ITIL Foundation certified, preferred.
• Excellent customer service skills.
• Strong written and verbal communications skills.
• An understanding and experience of adoption and implementation of ITIL practices including Incident, Problem, Request and Knowledge Management.
• Sound knowledge and experience supporting a diverse customer range.
• Proven ability to engage with customers to resolve issues and increase customer experience and satisfaction.
• Proven negotiation and dispute resolution skills with both internal and external stakeholders.
• A desire to join a team to collaborate, drive Service Improvement and take on new challenges.
• A current Victorian Driver's Licence (Full).

Why Yarra Trams?

At Yarra Trams, we foster a workplace built on respect, celebrate diversity, and embrace inclusivity. Plus, you'll enjoy the following benefits:

• A Free travel pass for Victoria's Public Transport Network
• Competitive salary and great conditions
• Professional Development
• Career growth opportunities
• A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
• Paid Parental leave for primary caregivers

About Yarra Trams

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

We're all Journey Makers, connecting people and communities across Melbourne. We're committed to caring for each other, our passengers, and the communities we serve. Our Diversity & Inclusion Strategy is a key pillar and as an equal opportunity employer, we value diversity and encourage candidates of all ages, those with disabilities, and people of Aboriginal and Torres Strait Islander heritage to apply.

Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).

If you would like further details about an advertised role, or if you require an adjustment in the application process, or any other information in alternate formats please email [email protected] or call 1800 800 007

Applications close: 15 June 2025