Jul 13, 2023

IT Service Desk

  • Bunzl Asia Pacific
  • Mulgrave VIC 3170, Australia
Information Technology

Job Description



Bunzl, a global leader in distribution and outsourcing services across various sectors, is seeking a dedicated Service Delivery Officer to provide end-to-end IT support to both internal and external users. With our commitment to operational excellence and adherence to industry best practices, you will have the opportunity to contribute to the success of our organization and work in alignment with our operational guidelines, processes, and SLAs.




As a Service Delivery Officer, you will be the primary point of contact for all IT enquiries, handling various channels such as phone, email, ITSM tool, and in-person interactions. Your key responsibilities will include, but are not limited to:

  • Proactively and timely resolving IT jobs in line with business expectations and SLAs, while maintaining ongoing communication with end users, colleagues, and relevant parties. Ensure all work and resolutions are logged and documented in detail.
  • Providing operational support for PCs, servers, mobile devices, LAN, WAN, telephony, and other IT infrastructure components.
  • Adhering to ITIL procedures and best practices.
  • Managing the lifecycle of hardware and software inventory/assets.
  • Creating and maintaining documentation for Service Desk/IT procedures and instructions, including processes, policies, troubleshooting guides, reporting templates, etc.
  • Participating in after-hours on-call support on a rotating roster.
  • Providing support as required, which may include after-hours, weekend work, and occasional travel.

In this role, you will have the opportunity to identify areas for improvement and contribute to the ongoing enhancement of our IT support services.




  • VCE certificate or equivalent
  • Tertiary qualifications in a relevant field (preferred)
  • ITIL Accreditation (preferred)

Experience & Skills:

  • At least 2 years of experience primarily providing remote support for over 1000 users
  • Proficiency in Microsoft suite of products, including Microsoft Windows 10/11, MS Office 365 (Outlook, Excel, Word, PowerPoint, OneNote, OneDrive), MS Teams, and Microsoft 365 cloud-based environment (Azure AD, Exchange, and Intune)
  • Strong interpersonal skills with the ability to communicate professionally both in written and verbal formats
  • Exceptional customer service skills with a customer-centric mindset
  • Excellent time management skills with the ability to prioritize and resolve competing demands
  • Familiarity with Fresh Service (ITSM tool) or similar platforms



At Bunzl, we value professional growth and development. As a Service Delivery Officer, you will have opportunities to expand your skills and knowledge within the IT support domain. Additionally, you will have exposure to various internal and external stakeholders, including IT teams and service providers, providing valuable networking opportunities.

Bunzl offers a broad and flexible range of benefits to our team including profit share scheme for eligible employees, exclusive motor vehicle and health insurance products, travel and accommodation discounts, study assistance, many wellbeing and community programs and access to discounted Bunzl products.



With an entrepreneurial spirit providing endless opportunities, we believe that together we can achieve anything. We believe that through diversity we build strength and stability, and that the safety and security of our employees is not negotiable. Through innovation we find solutions, with an entrepreneurial spirit providing endless opportunities, and we believe that together we can achieve anything. Investing in our local communities is the right thing to do, and here in Australia that investment is building a sustainable environment for our staff, customers and those who follow.



At Bunzl we believe that through diversity we build strength and support the principle of equality and diversity in employment. We oppose all forms of unlawful or unfair discrimination on the grounds of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We believe that it is in the company’s best interests and those of all who work in it, to ensure that the human resources, talents and skills available throughout the community are considered when employment opportunities arise. If you have a disability or special need that requires support or adjustments to working or interview arrangements, please let us know.



At Bunzl, we believe that when you join our team, your potential is endless. Because at Bunzl… We believe in you! If you like the sound of this, then we definitely want you on our team.


We are a Circle Back Platinum Employer – we commit to respond to every applicant.


No Agencies please.