Let’s talk about this role

At nib, we believe extraordinary people do extraordinary things. As a Senior IT Service Desk and Field Support Officer, you’ll be at the heart of our IT Operations, ensuring our people have the tools, systems, and support they need to thrive.

This is more than a tech support role. You’ll take ownership of escalations, coach junior team members, shape service desk processes, and support key on-site initiatives and events. It’s a hands-on role that blends field support, service desk operations, stakeholder engagement, and continuous improvement.

What you’ll be doing:

• Deliver high-quality, customer-first technical support across software, hardware, telephony, and desktop services

• Manage escalated issues and act as a senior point of contact for the service desk and field support team

• Facilitate the installation, configuration, and maintenance of end-user devices and standard operating environments

• Ensure the accuracy of IT asset management, stock control, and desktop imaging.

• Develop and maintain user and internal documentation, FAQs, and training materials (written, video, or audio)

• Provide onsite support for hub-based events and contribute to business continuity planning

• Drive a positive, proactive, and solution-focused team culture aligned with ITIL practices

• Coach and guide junior support officers and contribute to team development

• Continuously seek and implement process improvements across IT service delivery

Let’s talk about you

• Previous experience in a senior or advanced service desk/field support role

• Strong technical knowledge of Windows environments, PCs/laptops, thin clients, mobile devices, MFDs, and peripheral hardware

• Excellent interpersonal and communication skills, with a customer-first mindset

• Demonstrated ability to prioritise, problem-solve and take initiative

• Experience coaching or mentoring junior team members

• Familiarity with ITIL principles (certification desirable)

• Tertiary IT qualification (or working towards one); MCPs highly regarded

We recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We’re always on the lookout for curious individuals who will add to the culture at nib Group – so if you have relevant experience and this role resonates with you, please apply!  

Let’s talk about who we are 

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities.  helping members and travellers make more informed healthcare decisions and generally live healthier lives.  

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. 

Let’s talk about diversity, equity and inclusion 

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles. 

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected]

Let’s talk about working at nib 

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers.

Other benefits to support you at work (and play) include: 

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance + 35% off travel insurance 

• The opportunity to give back to the community through paid leave for volunteering through nib Foundation 

• Access to our nib Well Program and corporate fitness discounts 

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits 

• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees 

The fine print 

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.