Service Desk Analyst

3 days ago

Melbourne, Australia Victorian Government Full time

**Overview**:
**Work Type**:Ongoing - Full-time

**Salary**: $79,122 - $87,599

**Grade**:VPS 3

**Occupation**:IT and telecommunications

**Location**:Melbourne - CBD and Inner Metro suburbs

**Reference**:VDT75_1754620592
- Provide level 1 helpdesk support as part of IBAC's IT Service Desk
- Melbourne CBD with some hybrid working arrangements
- Full-time, ongoing VPS3.1 role $79,122 - $87,599 + super

**Applications close 11:59pm, Sunday 17 August 2025.**

**Our organisation**
- IBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.
- Our vision is a public sector and police that acts with integrity for all Victorians.

**Our team**
- People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.
- IBAC's values are incorporated in professional skills and behaviours for the position.

**We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence.**

**Your new role**
- We have an opportunity for an individual to join our Information and Digital Services unit as a Service Desk Analyst on a full-time, ongoing basis.' Reporting to the Team Leader, Service Delivery, the role will provide level 1 IT help desk support for systems, network, and equipment related issues, responding through phone, incident tickets or desk-side support.
- Duties include:

- Ensure all incident and request tickets are accurately logged and managed efficiently to agreed service levels.
- Provide support, service, testing and troubleshooting for networks and equipment, escalating issues when required.
- Assist with the development and maintenance of documentation including policies, procedures, and knowledge bases.
- Assist with IT procurement activities, asset auditing and deployment of new equipment and technology.
- Additional duties are set out in the position description. To view this, please visit the **IBAC Careers webpage**and click on the appropriate vacancy.

**Please note**:The inherent role requirements include working on site that may not always support a hybrid/remote working arrangement. Shifts commence between 8am - 9am. Some work outside business hours (including public holidays) to support operational commitments will also be required from time to time.**

**Our requirements / Your skill set**
- Experience working in a complex IT service desk environment involving servicing hardware and software desktop, server/network, telephony and peripheral (MFDs, scanners, printers) and mobile devices such as smart phones, tablets, and laptops.
- IT qualifications for Microsoft client/server technologies or a minimum three years' relevant experience desirable.
- Service delivery experience or qualifications in ITIL service operations and delivery desirable.
- a resume (no longer than 5 typed pages)
- a cover letter addressing the following criteria:

- A summary of your customer service experience
- How you manage conflicting priorities
- What skills and expertise you will bring to the team to successfully perform the role

**Applications close 11:59pm, Sunday 17 August 2025.**

**We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.**

- Applications close Saturday 8 August 2026 at 11.59pm

Posted
- 8 August 2025

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