Who You’ll Work For

This is a well-established, fast-growing organisation in the luxury retail industry, operating across 75 sites nationally and employing over 2,700 staff.

With a strong presence in the Melbourne market and a reputation for premium products and service, the business is undergoing continuous digital improvement, placing tech at the heart of its operations.

You’ll be joining a close-knit IT Support team of 7, where your work is visible, valued, and varied. With a lean structure, there’s plenty of opportunity to take ownership and contribute to broader infrastructure and project-based initiatives.

Why You’ll Want to Join

• Real Variety, Real Impact: No two days are the same you'll be out in the field, solving real problems for real users. You won’t be stuck behind a helpdesk ticket queue all day.
• Big Brands, Small Team: Get the exposure of working with a nationally recognised brand group, while enjoying the close-knit vibe of a small, supportive IT team.
• Mentorship & Learning: Work alongside experienced IT professionals who value upskilling, knowledge sharing, and growing future leaders in the business.
• Career Progression: The company is growing, and with that comes opportunity—this role has room to evolve into broader infrastructure, project, or cyber security work.
• Autonomy & Trust: You’ll be empowered to manage your schedule, own outcomes, and work independently across different sites.

Your Role

As a Service Desk Analyst (Field), you’ll be part of a national IT team, supporting both office and retail locations across the metro area. This is a hands-on, user-facing role where you’ll deliver technical support, assist with systems rollouts, and troubleshoot across a mix of infrastructure and desktop environments.

In this role, you’ll be involved in:

• Level 2 support across desktops, mobile devices, applications, and networking

• Installing and supporting hardware – laptops, desktops, printers, AV, POS

• User onboarding/offboarding – mailbox setup, access management, device prep

• Troubleshooting network and connectivity issues onsite

• Supporting business systems like finance, CRM, and dealership platforms

• Device management via MDM tools and endpoint security

• Contributing to IT projects including integrations and system upgrades

• Travelling regularly between Melbourne metro sites (vehicle provided)

• Creating user guides, onboarding new staff, and documenting processes

What You’ll Need to Succeed

• 2–3+ years in an IT support role, preferably in a multi-site or field environment

• Experience with Windows 10/11, Office 365, Active Directory, and basic networking

• Familiarity with MDM tools and endpoint protection

• Comfortable working independently and supporting users face-to-face

• Excellent communication and relationship-building skills

• A valid Victorian driver’s licence (travel is a core part of the role)

• Exposure to service management frameworks like ITIL is a bonus

What’s on Offer

• Company Vehicle: Provided for work travel

• Long-Term Stability: Join a business that’s proven, growing, and future-focused

• Upskilling Opportunities: Learn across infrastructure, cyber, and project streams

• Autonomy & Trust: Own your space and make meaningful contributions

• People-First Culture: Work with a team that values collaboration, support, and doing things the right way

Next Steps

Sound like you? Apply now or reach out to Matt at Xceltium via [email protected] or message on LinkedIn for a confidential chat. Let’s talk about how this role could be your next big step.