Ict Support Technician

2 weeks ago

Melbourne, Australia Victoria Police Full time

**About the role**:
Are you a professional who wants to demonstrate your extensive ICT support skills? Are you the type of person who values providing a world class service, maximise the availability of ICT systems and help organisations achieve their business outcomes? Do you have an obsession with excellence?
This critical role will focus on providing an exceptional and professional Level 2 customer experience for all of Victoria Police employees and contractors. You will join an established team, build close working relationships with upstream and downstream ICT support services, and engage with vendors to ensure issues are resolved in a timely and comprehensive manner.
The role sits within the Information, Communication & Digital Technology (ICDT) Division. ICDT exists to deliver the Technology Products and Services that Victoria Police rely on all day, every day. ICDT focuses on our strategic objectives, delivering new and enhanced technology, and transforming the way we manage and deliver technology at Victoria Police. This includes uplifting the maturity of our service management processes and the platforms that underpin them.
We are looking for technically proficient, motivated, and enthusiastic individuals to join the team. As the successful applicant you will play a key role in the development and optimisation of our Level 2 service support function and integrate it with the broader insourced and outsourced service provider(s).
Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

**Your duties will include**:

- Providing timely and effective ICT support to end users, ensuring a high level of customer satisfaction.
- Managing and prioritising incidents, service requests, and tasks using a service management tool.
- Creating and updating documents for troubleshooting procedures, solutions, and knowledge base articles.
- Investigating and troubleshooting more complex technical problems escalated from level 1 support.
- Providing onsite and remote ICT support to variety of technical and non-technical customers.
- Hardware replacements and coordinating hardware repairs with vendors.
- Enrolling Mobile Devices in Intune and assisting customers with setup.
- Diagnosing and resolving hardware and software issues on desktops, laptops and peripheral devices.
- Collaborating with other ICT teams and departments to resolve cross-functional issues.
- SOE image deployment, and inventory & asset management.

**As the successful applicant, you will have**:

- Experience in a Level 2 ICT Support role, supporting Windows OS & Office365 environment.
- Excellent communication skills, both written and verbal; with the ability to communicate technical information in a user-friendly manner.
- Ability to cultivate productive working relationships, facilitate cooperation and partnerships.
- Microsoft Intune and Active Directory experience.
- Experience using IT Service Management Tools, eg ServiceNow, ivanti, BMC Remedy.
- A Tertiary qualification in Information Technology or related field is highly desirable.
- A solid understanding of ITIL principles an advantage / ITIL4 certification highly regarded.
- Current Victorian Drivers Licence.

**Requirements and relevant information**:

- Three (3) x full-time, ongoing positions available.
- Two positions located at Victoria Police Centre, 311 Spencer Street, Docklands.
- One position located at our Warehouse in Collingwood.
- These positions require shift work across the hours of 7am to 5pm weekdays.
- The successful applicant will be required to undergo National Security Vetting, achieve, and maintain a security classification as determined by the Department Head. To achieve this, applicants must be an Australian Citizen.
- The successful applicant will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
- Resume

Applications close midnight, Sunday 10 December 2023.

**About Us**:
Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety.

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