End User Services Support Officer

**Full Time Fixed Term Position - 2 Year Contract**

**Band 7 - Salary Range $106,626 to $119,182 per annum + 11.5% Super + ADO**

**Salary offered will depend on level of skills and experience.**

**About Melton City Council**

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality — one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You’ll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

**The Opportunity**

The Information Technology department contributes to this vision by transforming Melton City Council service delivery to achieve operational excellence, build community trust and enhance citizen experience when engaging with council services.

As the End User Services Support Officer, you will provide second-level desktop, printing, and mobility support, focusing on diagnosing and resolving issues related to the corporate standard operating environments (SOE). This role serves as a direct escalation point for complex SOE incidents and manages the fulfilment of new hardware and software requests. You will ensure high-impact, high-visibility IT services are delivered effectively within specified timeframes and budgets, maintaining stability, and supporting successful IT service rollouts.

**Key Responsibilities**
- Steer IT assets through their life cycle to ensure that their use delivers value at optimal cost, remains operational, and accounted for.
- Demonstrate expert knowledge and extensive industry experience in preparing the delivery of IT services, ensuring effective management of service support and quality as measured by IT’s clients and customers.
- Demonstrated ability to promote a culture of accountability, teamwork, customer focus and innovation.

To view the **Position Description**, click **here**.

**About you**

**_ To be successful in this role you will have the following:_**
- Tertiary Qualification in Information Technology with 5+ years of End User Support experience to the capabilities of this role
- Certification in Information Technology Infrastructure Library (ITIL).
- Demonstrated ability to diagnose and resolve complex issues across a range of agreed IT products and services.
- Demonstrated ability to think laterally and show creativity and initiative in the evaluation, analysis and resolution of problems and improving the delivery of service.
- Experience with identifying the root cause of incidents or IT service delivery problems and developing plans to remediate these issues.

**Culture and Values**

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there’s a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we’d love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

- Motivate
- Empower
- Lead
- Trust
- Open
- Nurture

**Benefits**

There are a number of great reasons why our people love working at Melton City Council:
Staff Benefits | Melton City Council
- 13 ADO's (Accrued Day Off) per year
- 5 weeks annual leave
- Flexible Working Hours
- Extensive Career Development & Leadership Programs
- 16 weeks Paid Parental Leave **(Super is paid during parental leave)**:

- 3 weeks Paid Secondary Carer Leave
- Family Room available including Breastfeeding Facilities (Melton City Council | Australian Breastfeeding Association)
- Wellbeing initiatives
- Subsidised Uniforms

**How To Apply**

If you require further information about the position, please contact **Umair Saleem**, IT Workplace Services Lead on **9747 5450.**

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

**To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.**

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any COVID-19 Public Health Orders applicable to Local Government employees.

**Melton City Council is com