Salary - up to $110K per annum (dependent on experience) Location - Dandenong Immediate start is available Our client is looking for IT Support / Coordinator who will be responsible for coordinating with an external Managed Service Provider (MSP) and acting as a conduit between the organisation and the MSP. You will be responsible for managing and coordinating the response to IT incidents, ensuring minimal disruption to services and effective communication among stakeholders. This role involves overseeing incident management processes, facilitating root cause analysis, and driving continuous improvement initiatives. Key Skills Required: Experience in managing relationships with organisation's software and technology vendors. Act as a secondary contact if the outsourced IT provider cannot resolve tickets promptly, liaising to minimise downtime and disruptions. You will be the primary liaison between the organisation and the MSP, ensuring clear and effective communication for optimal service delivery. Proven experience in IT and Desktop support or a similar Coordination role Provide high-quality IT support to internal stakeholders Liaise with internal and external suppliers on project rollouts, installation and repair of IT equipment Manage the IT set up for new staff, account creation and configuration aligning to security and access policies Manage the offboarding of IT users, including deactivation of user accounts, release of software service licences and hardware retrieval IT hardware lifecycle management Proficient in diagnosing and resolving technical issues efficiently, with critical thinking and a methodical approach to troubleshooting. Ability to identify urgent queries for immediate attention or escalation. Solid understanding of computer systems, network protocol, configurations and software applications (Windows, Active Directory, SOE, MS 365, hardware, patching, etc.) Advanced skills in Microsoft 365, including MS Teams Experience in Android and iOS mobile devices Proactive in implementing new processes and initiatives to support the business. Strong understanding of IT systems, networks, and support processes. Familiarity with help desk software and remote support tools Experience in IT incident management, IT service management, or a related area.