Senior Help Desk Analyst

Senior Help Desk Analyst

Melbourne Convention and Exhibition Centre

Full time permanent opportunity

We have an exciting opportunity to join us as a Senior Help Desk Analyst.

This role will deliver excellence in customer service while responding to, resolving, and escalating ICT support requests. As a senior member of the Help Desk, the Senior Service Desk Analyst will spend 80% of their time providing frontline and second-level support to VCET employees, ensuring end user issues, incidents, and service requests are resolved efficiently and to the highest standard, with complex issues escalated appropriately and in a timely manner.

The role will also provide technical leadership across the team, contributing to continuous improvement initiatives, knowledge management, and the mentoring of Help Desk analysts.

The remaining 20% of the role will involve overseeing the support queue, managing ticket allocation across the team, licensing and ensuring service levels are consistently met.

Please note this role is an onsite role (no WFH is available)

About the Role:

Provide high quality advice and guidance to VCET users on how to effectively use IT Systems, troubleshoot and resolve IT issues and diagnose technical issues across applications, hardware, operating systems, telephony and printers.

Provide expert-level technical support to resolve escalated issues across hardware, software, network, and applications, ensuring minimal disruption to business operations

Identify initiatives within the Service Desk, focusing on process optimization, automation, and enhancement of service delivery

Serve as a point of contact and liaison between the Service Desk, IT teams, vendors, and business stakeholders, ensuring clear communication, alignment of priorities, and effective resolution of issues

Participate in IT projects related to Service Desk enhancements, system upgrades, and IT service improvements, contributing expertise in incident management and service deliver

About us

Victorian Convention and Event Trust: With over 30 years of event management expertise, the Victorian Convention and Event Trust (VCET) is the powerhouse behind two of Victoria’s most iconic venues—Melbourne Convention and Exhibition Centre (MCEC) and the newly open Nyaal Banyul Geelong Convention and Event Centre and oversees the strategic direction and operational management of both venues, ensuring they deliver world-class events and experiences.

Melbourne Convention and Exhibition Centre: MCEC offers world-class facilities, including expansive exhibition halls, flexible meeting spaces, and a state-of-the-art plenary that hosts everything from global conferences to live entertainment and community events.

About the team:

The ICT team strives to provide solutions and support to make everyone at MCEC's work easier. Our vision is to have Informed business users who feel free to approach us for support and solutions to their business problems. We foster trusted partnerships and deliver business solutions that are designed to lighten workloads and simplify processes

About you:

You have strong analytical and problem-solving skills, with the ability to analyse complex technical issues and provide innovative solutions with excellent communication and interpersonal skills, with a strong customer-focused approach to service delivery.

You have proven experience in a Service Desk or Help Desk role supporting 200+ users, handling escalated incidents and service requests in a corporate environment with a solid understanding of ITIL framework principles, including incident management, problem management, and change management processes.

You can demonstrate expertise in supporting Entra, Intune, Microsoft Windows and Office suites, Active Directory, and desktop hardware and strong experience with remote desktop support tools and ticketing systems (e.g. Manage Engine, ServiceNow, Remedy).

You’ll also demonstrate knowledge of networking concepts, TCP/IP protocols, and troubleshooting connectivity issues.

What's in it for you?

Our Culture

Join a team that values collaboration, creativity, and cultural respect, and help us create something truly special.

At VCET, we’re committed to an inclusive workplace where everyone belongs. We welcome diverse backgrounds and experiences. If you need adjustments during the application or interview process, we’re happy to assist

Why Work with VCET?

Be part of a purpose-led organisation investing in community and sustainability

We value your growth, wellbeing, and balance

We offer free breakfast and discounted lunch menu from our Chefs as well as discounted parking and in house dry-cleaning. 

14 weeks paid parental leave, purchased leave, healthy days, volunteer days and more. 

Friendly and inclusive environment with a well-being program and initiatives. 

Cultural diversity is valued and supported. 

Free event tickets and employee discounts at onsite restaurants, cafes, and parking. 

And so much more…

You don’t have to meet every requirement to apply.

Research shows that people from underrepresented backgrounds often hesitate to apply unless they meet all the criteria, yet many candidates who do apply don’t tick every box.

If this role excites you, we encourage you to apply.

We’re keen to hear how your unique perspective and experience can strengthen our team.

Ready to apply:

Apply today with your CV and Cover Letter (2 page maximum) addressing how your skills and experiences align with the needs of the role as outlined above.    

Applications close COB Wednesday 12 August 2026  

Please note - candidates may be contacted earlier than the above-mentioned date and we reserve the right to close the advertisement early. 

If you need any reasonable adjustments or accommodations to complete your application or participate in the interview process due to a disability, please contact us

at ••••@mcec.com.au. Let us know what support you need (please don’t include any medical information), and our team will be in touch promptly.

Acknowledgement of Country:

We acknowledge the Traditional Owners of the lands on which we operate our venues in Narrm and Djilang; the Wurundjeri Woi Wurrung and Wadawurrung peoples of the Kulin Nations. We pay our respects to Elders of all First Nations communities and seek to honour the long-standing tradition of building community and exchanging ideas on these lands.