The Barring Djinang VET/TAFE graduate program places graduates with a Certificate III or higher in jobs across metropolitan Melbourne and regional Victoria. This program creates a new pathway to public sector careers for Aboriginal and/or Torres Strait Islander vocational graduates.

Organisation

Department of Treasury and Finance

Brand/Division

Corporate Delivery Services – Information and Technology Services

Position Title

Service Desk Analyst

Role Description

You will play a key role in supporting level one IT queries. This role will be part of a team who enjoys problem solving and who are passionate about improving efficiencies and delivering a high level of customer service.

▪ Provides initial phone support to clients, including the logging of incidents and service requests into a central service management system.
▪ Record, classify and prioritise incidents and service request into a central service management system.
▪ Monitor, track, update and manage communications with end users.
▪ Uses procedures to solve routine support incidents.
▪ Escalate incidents and service requests to Level 2 support team for resolution.
▪ Close outstanding calls after confirming resolution of service request/ incident with issue originator.
▪ Prepares simple service management reports on a monthly basis.
▪ Provides face-to-face services such as the installation of desktop computers, relocation of ICT equipment and provision of ICT equipment.
▪ Other duties as directed.

Existing Skills

▪ Demonstrated experience in providing both phone and/or face-to-face support.
▪ Demonstrated ability to prioritise and coordinate multiple requests.
▪ Demonstrated ability to clearly document information provided by clients over the phone.
▪ An understanding of the customer service requirements of the position and a demonstrated record of strong commitment and achievement in meeting customer needs.
▪ Good interpersonal and communication skills.

▪ Experience with enterprise applications and service management systems.
▪ Experience with various technology devices such as smart phones, tablets and desktop computers.
▪ Experience working in government is highly regarded.

Location

1 Macarthur St, East Melbourne