Service Analyst

About the role

Join a collaborative and inclusive team where your problem-solving skills and commitment to customer service will help enable great outcomes across our internal end-users. As a Service Analyst, you will provide timely technical support for a range of digital workplace and telephony services, helping the staff of the City of Melbourne stay connected and productive

You will play an important role in delivering a positive customer experience by resolving issues, accurately recording and triaging requests, and working closely with colleagues across Enterprise Technology Services to ensure support is accessible, responsive and effective. This is an excellent opportunity to grow your technical capabilities, build strong stakeholder relationships, and contribute to technology services that support the City of Melbourne and the community we serve.

A little more about the role

• Manage user access and accounts, including creating, updating and removing permissions in line with security and governance requirements.
• Coordinate the allocation and tracking of loan technology equipment to support business needs.
• Configure and deploy mobile devices and computing equipment, ensuring a positive and seamless user experience.
• Create, maintain and continuously improve knowledge articles, user guides and support documentation.
• Contribute to technology projects and service improvement initiatives across the Enterprise Technology Services team.
• Deliver support and guidance to users on corporate applications and digital tools, helping build confidence and capability across the organisation.
• Develop and update training resources, including online guides, how-to materials and knowledge content.
• Support the adoption of new and enhanced technologies by providing user-focused assistance and identifying opportunities to improve business processes and ways of working.

Why join Team Melbourne?

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it’s your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

About you

What your experience might look like

• Experience providing first-level IT support, using problem-solving and analytical skills to deliver effective solutions.
• Strong customer service skills with the ability to manage expectations, resolve issues, and communicate effectively with diverse stakeholders.
• Well-developed written and verbal communication skills, including the ability to explain technical information in a clear and accessible way.
• Experience using service management and ticketing systems to record, prioritise and coordinate support requests.
• Proficiency supporting Microsoft technologies, including Microsoft 365, Windows, Active Directory and Azure/Entra user administration.
• Ability to work collaboratively, share knowledge, contribute to team success, and support continuous improvement initiatives.
• Understanding of IT service management practices, such as ITIL, Knowledge-Centred Support (KCS), service metrics and standard operating environments.
• Experience supporting mobile devices and digital workplace technologies; knowledge of local government and document management systems is desirable.

Benefits of working with us

Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.

Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.

Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.

Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

How to apply

We would love to hear how you can make an impact in this role! As part of your application, you will be required to:

• Attach your updated resume
• Include a cover letter (max one page) outlining your relevant experience and why you would be a great fit for this role.

Submit your application no later than 11:45pm on 9th October 2026

A few important things to note – don’t miss out!

Applications must be submitted online. Unfortunately, we can’t accept applications via email, so please be sure to apply through the official job link provided.

Apply early! This role may close sooner than the listed closing date if we find the right candidate — so don’t wait to get your application in.

We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.

Need more info?

Refer to the position description below or contact Richard Avent– Service Desk Lead, [email protected]

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.