Senior Service Desk Officer

• Full time Permanent role
• One RDO (Rostered Day Off) per month
• Salary: EBA Level 4.1 ($82600.08super)
• Location: Fawkner and Lilydale

The opportunity

The Senior Service Desk Officer delivers frontline IT support to staff use of technology services and assets. Providing resolution to incident and service requests within GMCTs ITSM platform and in line with GMCT Service Management procedures and process. Ensuring proactive communication documentation and adherence to ITIL best practices. The role supports continuous improvement vendor support coordination and contributes to a positive IT culture that embraces Team collaboration technical excellence with strong customer service values.

Key Responsibilities included but not limited to

Team Collaboration

• Serve as a point of escalation for junior service desk officers and assist with resolving or escalating complex service or incident requests.
• Uphold a positive IT culture by embracing new technologies and supporting change initiatives.

Service Desk Operations & Technical Support

• Fulfil service support and account/system administration needs within a diverse multi-site Organisation.
• Monitor system performance and service desk metrics to identify trends and proactively address or escalate potential issues.
• Troubleshoot and resolve incidents and service requests in line with SLAs.
• Assist in managing software and hardware asset lifecycles including installation configuration patching license administration and decommissioning.
• Maintain cyber and information security integrity across the technology environment.
• Provide informal training or guidance to staff on IT systems and best practices.

Service Desk Administration

• Support daily service desk operations using ITSM and telephony tools.
• Maintain detailed and accurate information on progress priority status and resolution within ITSM and team task tracking tools.
• Adhere to service management processes and procedures guided by ITIL best practices.

Communication & Customer Service

• Deliver high-quality customer service with a professional and empathetic approach.
• Communicate effectively with stakeholders during incidents providing regular status updates.
• Help coordinate responses during outages or major incidents.

Senior-Level Responsibilities & Reporting

• Monitor system performance and service desk metrics to identify trends or potential issues.
• Assist in creating and delivering reports on service desk performance and KPIs.

To be successful in this position you will require:

• Comprehensive qualification and/or experience in support of Information & Communication Technology Services.
• Demonstrated ability to troubleshoot technical issues to resolution and/or escalate as required.
• Experience in delivery of front-line service desk functions in line with the ITIL framework including
• incidents problems service requests change and asset management etc.
• Demonstrated ability in managing time plan and organise work including prioritising of jobs with consideration of business impact.
• Develop and maintain excellent working relationships with staff stakeholders and suppliers.
• Demonstrated ability to work within a diverse team environment.
• Excellent written and verbal communication skills.

A career with us:

Our people are our most valued asset we understand the importance of providing a rewarding inclusive and supportive work environment where all people are empowered to bring their best selves.

We offer:

Comprehensive induction program
One RDO (Rostered Day Off) per month
Fantastic Training and Development opportunities
Free onsite car parking
A collaborative team that fosters growth and innovation
Employee Assistance Program to support our employees and their familys overall wellbeing

How to apply:

Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role and how your skills knowledge experience and qualifications are applicable to the role.

Applications close 5pm Thursday 16 October 2025

For a confidential discussion please contact Saoirse on

Please apply via our careers site by following the link below:

view the Position Description for this roleplease click here. (*Please note if you are viewing this from Seek or LinkedIn you will need to find the job ad on our careers page for the link to open.). The link to our careers page is position requires the successful candidate to undergo a pre-employment medical and police check.

GMCT is a Supportive Employer of Australian Defence Force Reservists.
GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages nationalities abilities and cultures including Aboriginal and Torres Strait Islander people the LGBTQI community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at

What we do

The Greater Metropolitan Cemeteries Trust (GMCT) is a not-for-profit purpose driven organisation - and we give effect to that purpose through our staff.
We take pride in the quality of our team. We are committed to the development of our team and foster a dynamic and people centred work culture that is dedicated to fulfilling our vision.

We are a business that truly live and breathe our values of integrity compassion respect and sustainability and our team genuinely cares for and supports one another.