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Service Desk Officer Fixed Term Vacancy Until 9 August 2021

Victorian Government - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


Service Desk Officer fixed term vacancy until 9 August 2021

* VPS3: $70,791 - $85,956 per annum plus superannuation
* Fixed-Term Full-time vacancy until 9 August 2021
* Located in Kew (flexible/working from home arrangements)

About Investment and Technology
To provide investment strategy and deliver commercial and information technology services to drive high performance and improved commercial outcomes for the State.
About the opportunity
The Service Desk Officer acts as the front line for customers requiring assistance from IM&T. Whether it is regarding a failure of IT systems or hardware, or a request to obtain additional services. The position also includes handling all inbound contact and either resolves the enquiry at first point of contact or triages the issue or request to the appropriate team for resolution.
Key Accountabilities:

* Exercise professional judgement when carrying out first line Service Desk duties assisting customers by resolving incidents at first contact where possible and managing service requests, escalating complex matters to other specialist support groups as required.
* Perform duties under broad supervision with a view to provide timely support to business users by increasing first call resolution and managing tickets from first contact through to resolution.
* Use conceptual and analytical skills to develop solutions to moderately complex problems to identify changes to systems and processes to remove frequently occurring issues by identifying the root cause and suggesting changes to existing processes.
* Use negotiation, influencing and communications skills to assist customers in meeting their business needs by providing appropriate information and advice; listening to the customers' needs and clearly identifying how their requirements can be met, identifying enablers and barriers to meeting them.

Key Selection Criteria

* Demonstrate knowledge of DoT standard applications and DoT operating and network environment to resolve service requests.
* Demonstrate skills and experience in Information Systems support including the provision of level one user support.
* Exercise logical and well-reasoned judgement to analyse alternative solutions and make appropriate recommendations and implement solutions or escalate matters to specialists, seeking advice when required.
* Exercise professional judgement to respond to customers in a timely, courteous and efficient manner while demonstrating initiative to achieve positive outcomes.
* Interpret and contribute to the review and development of guidelines, standards and work instructions ensuring accurate technical and process advice is provided to customers.
* Share information and consult with others ensuring that professional commitments made to others are followed up.

For further detail regarding the position, please refer to the PD attached.
Culture and Benefits
The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life.
For a confidential discussion regarding this opportunity, please contact David Butinar, IT Service Desk Team Leader on 03 9854 1900.
How to apply:
Please submit your application online. Applications close 11.59pm on Sunday, 9th May 2021.
Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.

Melbourne, VIC

Government, Defence & Emergency


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