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Service Desk Operator

Apply now Job no: 499264
Work type: Full Time Permanent
Location: VIC, ACT, NSW, QLD, Various
Categories: Customer Service Enhancement


Play a critical role in the Aviation industry by providing first level IT support in a dynamic, engaging workplace. Airservices is a technology-driven environment and the Service Desk provides support to a number of business and operational system to assist our internal customers to provide service to our external customers, the airlines and airports.

The Organisation

Airservices is a government owned organisation providing safe, secure, efficient and environmentally responsible services to the Aviation industry.

Airservices has two major operating centres in Melbourne and Brisbane with Head Office based in Canberra. We operate 29 Air Traffic Control towers at International and Regional airports managing 11% of the worlds airspace and provide Aviation Rescue firefighting services at 26 Australian airports.

The Role

As a Service Desk Operator, you will:

  • Be a contributing member of the team providing 24x7 first level IT support to our customers ensuring Faults, Service Requests, Incidents and Problems are managed appropriately.
  • Demonstrate a strong customer focus with an emphasis on service delivery, specifically prompt resolution of incidents and timely fulfilment of requests.
  • Draw on your IT skills and knowledge to troubleshoot and resolve incidents, working in partnership with our service provider on escalations as required.
  • Contribute to our knowledge library and commit to continually learning on the job as our technology landscape evolves.

The Person

This role requires someone who:

  • Has excellent communication and customer service skills
  • Works effectively independently and within a team
  • Understands and lives the Airservices values:  Safe Always, Service First, Own It, Love What We Do, Work As One.


Skills and Experience

The successful applicant will have:

  • Experience in a similar IT Help Desk/Service Desk environment, providing first level IT support to a large customer base.
  • A strong customer service focus, with an emphasis on service delivery
  • Well developed IT skills – the ability and drive to provide a high level of troubleshooting and diagnosis to support troubleshooting of incidents at first contact.
  • Great people skills and a drive to communicate with customers in a way that they will understand and relate to.
  • The knack of understanding when an issue may have a high corporate impact and require escalation to management.
  • Demonstrated and strong experience in following procedures, and experience contributing to continuous improvement.
  • Experience with the use of ITSM tools (ServiceNow experience is preferred but not mandatory).


Please note that this role is part of a rotating shift roster  – in the first instance from early morning to late evening, with potential in the future for overnight shifts.


Please see the link below to view the full Position Description:

Download File Service Desk Operator

Should you require any further information please contact Tracey Dowling, A/G Service Desk Manager, by email at

How to Apply

To apply for this position please lodge an application online via the “apply link” attaching your resume and a cover letter outlining your skills and experience and how they relate to this role.


Applications close 11.55pm AEST Monday 01 November 2021.


Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Airservices values social and cultural diversity and is committed to the principles of equal employment opportunity and the provision of a safe and healthy work environment.

In the interests of safety, we test for alcohol and other drugs.

Advertised: AUS Eastern Daylight Time
Application close: AUS Eastern Daylight Time

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