Barring Djinang VET Graduate Program - Service Desk Analyst (VPSG2.1)

Job posted: 22/01/2021
Applications close: 08/03/2021 (Midnight)
5 days remaining

5 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Victorian Public Sector Commission

Salary: $53,946 - $61,612

Occupation: Aboriginal and Torres Strait Islander services

Reference: VG/22012021DTF

Reference: VG/22012021DTF

Occupation: Aboriginal and Torres Strait Islander services

Salary Range: $53,946 - $61,612

Work location: Melbourne | CBD

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.


Department of Treasury and Finance



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.


1 Macarthur St, East Melbourne

Barring Djinang VET Graduate Program - Service Desk Analyst (VPSG2.1)

Job type:

Full time

Job classification:



Karen Hill | aboriginal.employment@vpsc.vic.gov.au

Barring Djinang VET Graduate Program - Service Desk Analyst (VPSG2.1)