Service Desk Analyst
7 days ago
2-year fixed term, full time opportunity available
- Join a high performing, diverse and collaborative team
- VPS3 salary $72,751 - $88,336 plus superannuation
About us
The Department of Treasury and Finance provides economic, financial and resource management advice to help the Victorian Government deliver its policies. We strive for excellence in financial and economic management to improve the lives of all Victorians.
Information and Technology Services (ITS) Group
ITS has a substantial and complex portfolio of services. It provides services to DTF, as well as knowledge and expertise to support and harness the possibilities of direction with Whole of Victorian Government (WoVG) in Information and technology. Adopting the role of effective advisor, provider and influencer of technology at DTF, ITS influences business planning, connects IT services across the services, provides a range of services, and is driving ahead with maturing IT in order to provide better integration of technology platforms to benefit all staff.
About the role
**Key responsibilities**:
- Provide initial phone support/Microsoft Teams to clients, including the logging of incidents and service requests into a central service management system
- Assess, triage and resolve Level 1 support calls according to the Service Level Agreement
- Escalate incidents and service requests to Level 2 support team for resolution.
- Monitor, track, update and manage communications with end users.
- Develops, updates and uses knowledge base articles to ensure a consistent response, by all service desk staff, is provided when responding to an end user
- Provide face-to-face services where appropriate for the installation of desktop computers, relocation of ICT equipment and provision of ICT equipment
About you
To be considered for the role, you must be able to demonstrate:
- Demonstrated experience working in a Service Desk role
- Demonstrated experience working remotely and in providing both phone and/or face-to-face support
- Demonstrated ability to prioritise, analyse and resolve multiple IT service requests
- Demonstrated ability to clearly document information provided by customers over the phone, with the ability to influence and negotiate effectively with stakeholders at all levels
- An understanding of the customer service requirements of the position and a demonstrated record of strong commitment and achievement in meeting customer needs
About our culture
We aim to be a model employer providing an inclusive workplace that is understanding and respectful of differences such as gender, identity, race, disability, or age. In addition, we are committed to supporting Aboriginal pathways between education and employment.
The Department strives to create an environment that supports a flexible and adaptive workforce. All requests for flexible working arrangements will be considered in line with operational requirements.
How to apply
Vaccination
DTF is committed to providing and maintaining a safe working environment consistent with DTF's obligations under the Occupational Health and Safety Act 2004 (OHS Act). DTF's COVID-19 Vaccination Policy requires all employees to demonstrate an up-to-date vaccination status, as defined by the Australian Technical Advisory Group on Immunisation (ATAGI), or a medical exemption, in order to attend a DTF workplace or external premises on behalf of DTF. To request a copy of our vaccination policy, please contact the Careers team.
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