Service Desk Officer

2 months ago

Burwood East, Australia Emergency Services Telecommunications Authority (ESTA) Full time

Job Function: Information and Communications Technology- Date Posted: 20 Sep 2024- Job Requisition ID: 1800**About Triple Zero Victoria**:
Triple Zero Victoria (000VIC) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.

This integration of emergency services communications within 000VIC is unique in Australia and rare worldwide. The team at 000VIC is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

**About the Role**:
The Service Desk Officer is a key and active participant of the Emergency Communications Information Systems (ECIS) team.

We are looking for a customer service orientated Service Desk Officer to provide technical support to users in an efficient and accurate manner. You will be considered the ECIS front liner and will solve basic technical problems and provide support for all assigned areas.

The goal of the function is to make sure that the customer service is maintained to a high standard whilst you diagnose and troubleshoot incidents and fulfil requests in an efficient and effective manner to meet the IT Service Level Agreement.

Elements of Incident and Change management processes will be part of your responsibilities as well.

Reporting to the Service Desk Lead, specific accountabilities will include hands-on support for IT related hardware, software and peripherals. You will diagnose IT related hardware issues which may include (but not limited to) laptop, desktop and apple mobiles and tablets. Other duties include on boarding and off boarding of employees, imaging desktop/laptops and supporting meeting room audio-visual equipment.

Due to 24/7 nature of 000VIC services, Service Desk operates on a shift-based model and provide 24/7 IT support to the users. You are required to participate in an on-call Major Incident roster and may be required to work reasonable overtime or scheduled after-hours shifts.

As part of the ECIS team you may be required to travel or transfer between your primary work location and other 000VIC sites to effectively carry out your duties.

Day to day responsibilities include:

- Monitor health of ICT environment and provide level 2 ICT support (based on automated monitoring solutions, standardisation, scripting and automation routines and procedures).
- End-user equipment setup / support / maintenance and SOE deployment.
- Respond to customer inquiries promptly, courteously and efficiently.
- 24/7 incident management service, ICT incident resolution (Level 2).
- Initial triage of logged incidents and monitoring alerts.

**About You**:
As the Service Desk Officer ideally you will have extensive experience in a customer service environment and within the public sector.
- Demonstrable skills and experience in providing 60% first call resolution on initial contact
- Proven ability to show initiative in work activities and complete tasks in a meticulous manner
- Excellent communication and problem-solving skills
- Strong interpersonal skills and the ability to work with a wide range of stakeholders
- Minimum 12 months experience in the provision of level one and level two Service Desk deliverables in a complex technical environment

**What We Can Offer You**:
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

- Employee assistance program for employees and eligible family members
- Discounted health insurance, banking services and gym membership
- ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
- Free staff parking at all our sites
- Salary packaging options after an initial service period

**How to Apply**:
**Applications must be submitted by 11.59pm, Sunday 6 October 2024.**

**Other Relevant Information**:

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