_{18th March, 2026}

APS4 Service Desk Officer - IT / System Support - Melbourne CBD

• $54.00-$58.53 an hour + Super
• Government Department role, long term contract
• Full time position

ACM Healthcare is working on behalf of a Federal Government Department to source an experienced Helpdesk Officer for an initial 12 month contract at an APS4 equivalent level.  This role is available to be worked out of either the Adelaide CBD, Melbourne CBD or Perth CBD offices.
 
The Service Desk Officer supports the day-to-day operations of a critical Case Management System (CMS) Helpdesk within a government environment. This role is central to ensuring system reliability and providing timely technical support to internal staff and external stakeholders.
 
Duties:

• Provide first-line support for system queries, access issues, and troubleshooting
• Manage and respond to helpdesk tickets, inbox enquiries, and system requests
• Escalate complex issues to technical teams as required
• Maintain user profiles, system access, and permissions
• Create and update manuals and Service Desk task cards when needed including general overview, Outreach and billing processes, invoicing and all records management processes on the system
• Support reporting processes and ensure data accuracy and quality
• Assist with documentation, user guides, and process improvements
• Monitor system performance and contribute to ongoing enhancements

About You:

• Experience working in an ICT Service Desk or Helpdesk environment
• Strong troubleshooting skills within client management systems
• Excellent organisational skills and ability to manage competing priorities
• Strong communication skills with a customer-focused approach
• Ability to work both independently and collaboratively within a team

Mandatory Requirements:

• Demonstrated experience within an ICT Service Desk environment and previous experience with Salesforce
• Working with Children (WWC) and/or Vulnerable People Checks/Clearance must be obtained prior to commencement.
• As this role is within a Federal Government department it is a required to be an Australian Citizen at time of commencement

 
 
CONTACT:
Catherine to discuss this role further or inquire about our other positions available catherine@acmhealthcare.com.au
 
 

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