Level 2 Desktop Support

Melbourne is Australia's fastest growing city, and public transport is vital to keeping it moving. Since 2009, Metro has proudly operated and maintained a world-class train service and delivered major transport projects that shape the future of our city. Guided by our value of Safely Always, we are one team dedicated to ensuring everyone gets home safely while helping to connect and create a better Melbourne.

About the Role

The Level 2 Desktop Support position plays a crucial role in maintaining and enhancing the functionality of IT systems, to ensure that all users across the Metro network can perform their tasks efficiently with minimal disruptions.

You will monitor and manage a ticketing system and ad hoc walk-ins to support desktop systems and hardware queries along with building and deployment of new desktop/laptop hardware and mobile devices.
This is a permanent opportunity, and you will be based at 700 Collins Street (4 days in the office, 1 day working from home). The role will also require some flexibility to travel to different sites and start work at 7.30am depending on team requirements.

Key Responsibilities:

• Monitor and respond quickly and effectively to requests received through the Service Desk
• Provide technical assistance and support for incoming concerns, issues and enquiries by phone, email and in person
• Create step-by-step training manuals and document work instruction procedures
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems
• Identifying trends and patterns that may become a bigger issue and minimising the potential risk
• Support end-user compute deployments
• Collaborate with OCMS teams, MTM divisions, and stakeholders
• Assist with hardware rollouts for OCMS Renewals

Qualifications, Skills, and Experience:

• Previous experience providing Level 2 support in a large complex organisation with a Service Management Ticketing System
• A relevant ICT Tertiary qualification and ITIL certification
• Ability to work hands-on with a wide range of IT support tasks, from basic troubleshooting to complex escalations
• Excellent communication skills, both written and verbal, and the ability to simplify technical terms to a variety of end users including Executive level
• Strong organisational skills to manage multiple tasks and priorities autonomously while working with incident time pressures and adhering to Service Level Agreements
• A full, unrestricted drivers license

Next Steps

If this role resonates with your values, experience, and career growth, then please apply.

Please note that shortlisting may commence prior to the closing date, so if you intend to apply, we encourage you to submit your application promptly.

Metro's commitment to an inclusive workforce