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Level 2 Desktop Support

Date: 14-Jan-2022

Location: Melbourne, VIC, AU

Company: metrotrain

Metro is a multi-award winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success. You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service. Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service.

About the role

We are looking for a Level 2 Desktop Support to provide support to end users of desktop systems and hardware, assist with building and deployment of new desktop/laptop hardware, support mobile devices and manage tickets using the company’s chosen ITSM tool.


  • Monitor and respond quickly and effectively to requests received through the OCMS Service Desk by phone and email
  • Create step-by-step training material with screenshots
  • Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
  • Document internal work instruction procedures and maintain daily performance of computer systems
  • Investigate customers issues to determine root cause
  • Run diagnostic tools to assist in resolving problems
  • Report significant and recurring issues to the Service Delivery Manager
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Collect information to determine patterns and issues such that they can be resolved, or FAQs can be provided to Level 1 and end users to assist in troubleshooting
  • Work closely with other OCMS Teams, MTM Divisions and project alliances.
  • Assist OCMS Renewals team in deployment of hardware
  • Ensure technology relating to meeting rooms is function correctly and optimised to enhance end user experience

About You

  • Tertiary qualifications in an ICT related discipline including relevant industry certifications, and/or equivalent experience in Desktop Services for a large organisation
  • Information Technology Infrastructure Library (ITIL) Framework Certified
  • Proven experience specifically providing Desktop Support to End Users utilising a computerised Service Management Ticketing System.
  • Superior Customer Service skills and solid interpersonal, written and oral communication skills.
  • Demonstrated problem solving, incident management and request fulfilment experience, and the ability to perform well under pressure, manage conflicting priorities and meet deadlines.
  • Attention to detail and demonstrated experience in preparing detailed documentation including End User Work Instructions, Self-Help guides and Technical documentation.
  • Collaborative and supportive Team player, who promotes Team work, is able to identify unacceptable workplace behaviour and encourages conflict resolution.

Why Work for Metro

  • All Metro employees receive a free MYKI pass that allows free public transport in Victoria
  • Metro supports work/life balance with opportunities to work from home as agreed with the line manager aligned with achieving required business outcomes and MTM’s flexible work policy.
  • Have a significant impact on programs that will directly improve Melbourne’s suburban rail network whilst ensuring these developments do not come at a cost to our safe and cost-effective delivery of services


This is a fantastic and high-profile opportunity to build on the career you have developed to date and be part of the legacy that ‘connects people and places for a growing Melbourne’.


If what you have read resonates with your values, experience and career aspiration then please submit your application


This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making a tangible impact that matters.

If what you’ve read resonates with your values, experience and career aspiration then we want to hear from you!


Metro Trains is an equal opportunity employer and embraces diversity. We encourage all interested applicants to apply but please do note only applications with the right to live and work in Australia will be considered for this position.