Desktop Support Officer

Location: Melbourne | Eastern Metropolitan

Job type: Full time / Full Time Ongoing

Organisation: Country Fire Authority

**Salary**: Salary not specified

Occupation: IT and Telecommunications

Reference: VG/1838004
- Located at CFA Headquarters, Burwood East
- Full time, Ongoing
- PTA 4 $89,586 pa (plus 11.5 % superannuation)

Do you want to work for a values-based, emergency service organisation that puts the community at the centre of everything we do?

We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week.
With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experiences, and backgrounds, recognising the unique value they bring to CFA.

To learn more about the Country Fire Authority (CFA), we invite you to visit our About Us page.

**About the Role**

At the heart of our ICT support is the ICT Service Desk, serving as the central hub for all ICT-related incidents and service requests. The Desktop Support Officer, an integral member of the Service Desk team, plays a pivotal role. They are entrusted with providing support to all CFA Members and take ownership of client requests, shepherding them through to resolution.

The services encompass a wide spectrum including computers, tablets, printers, copiers, scanners, telephony, and networking environments. Our primary focus is to meet and exceed the agreed-upon customer satisfaction benchmarks and maintain continuous service delivery in adherence to service level agreements.

The role of a Desktop Support Officer unfolds within a dynamic, fast-paced environment. Our services are extended through various channels. This versatility demands that you exhibit both independent and team-oriented work capabilities and demonstrate a flair for innovative problem-solving. Moreover, this role may at times necessitate participation in a 24/7 work roster, encompassing after-hours and weekend shifts, to ensure unwavering support for our emergency operations.

**About You**
- Demonstrated experience in a similar role in an enterprise scale with relevant ICT support role providing level 1 and/or level 2 support providing onsite support and working within a Help Desk environment and experience with service desk tools.
- Demonstrated liaison and negotiation skills including enlisting commitment from a variety of stakeholders and achieving positive outcomes and an ability to work effectively and harmoniously with other team members and clients
- Ability to work under pressure and strict deadlines
- Knowledge and understanding of current best practice in IT service management (such as ITIL Version 4 Certified) in public sector, commerce or industry
- Experience with problem rectification and fault reporting practices including logging, escalation and coordination with team members and other ICT support areas

**Why choose CFA**
- Meaningful Purpose: Your contribution truly makes a difference
- Work-Life Balance: Paid parental leave, generous leave provisions
- Growth Opportunities: Learning and development
- Flexibility: Hybrid work options with flexible work arrangements
- Discounts: Emergency Memberlink discounts on various services
- Wellbeing Focus: Healthy for Life programs, flu vaccinations
- Member Assistance Program: Access support across 8 service pathways

**Your Application**

**Pre-employment Checks**
- Successfully complete Reference Checks, a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

**Applications close: 11:59pm 15th January 2025