Service Desk Senior Analyst

About the Role:

The Service Desk Senior Analyst plays a vital role in leading a high-performing Service Desk team, responsible for delivering responsive, high-quality support services to schools and corporate staff. This role combines people leadership, coaching, and technical expertise within IMTD's process framework and in accordance with legislative, privacy, and security policies.

The Team Leader ensures consistent team performance, manages escalations, supports professional development, and contributes to service improvement initiatives that strengthen our digital service delivery.

Attributes

• Demonstrates strong leadership skills, with the ability to motivate, guide, and support a high-performing team. Provides clear direction and manages performance effectively.
• Committed to delivering exceptional customer service. Anticipates client needs and responds promptly and professionally to enquiries, escalations, and complaints.
• Applies critical thinking and technical expertise to diagnose issues, resolve complex problems, and implement effective solutions under pressure.
• Sound understanding of IT systems and infrastructure, with the ability to apply technical knowledge to service desk operations and escalations.
• Communicates clearly and confidently in a variety of formats. Builds productive relationships across teams and stakeholders to enable effective collaboration and service delivery.
• Remains composed and flexible in a fast-paced, high-volume environment. Adapts to changing priorities and leads others through change with confidence.
• Actively seeks opportunities to improve service desk processes, systems, and team performance. Embraces innovation and drives positive change.
• Demonstrates strong time management, prioritisation, and organisational capabilities. Balances day-to-day responsibilities with longer-term service improvement initiatives.
• Operates with integrity and accountability. Understands and adheres to relevant legislation, privacy, and security policies in all aspects of service delivery.
• Committed to team development through mentoring, skills transfer, and the creation of growth opportunities for team members.

Desirable Qualifications and Experience

Essential:

• Experience working in large complex IT environments, including experience in government
• Working with Children (Employee)

Desirable:

• Certification and Accreditation ITIL Foundation
• Relevant tertiary qualification in Information Technology
• Working knowledge of systems and applications used in a school environment

About the Department

The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.

About the Division

The department manages the largest IT network in Victoria. A solid infrastructure foundation is critical to supporting the digitisation of business processes. Information Technology Services use best practice infrastructure management and contract management processes to focus on the automation of standard management processes.

Our purpose:

• design, deliver and manage the information and communication technology infrastructure for schools and for the department
• oversee business continuity through disaster recovery, security, and change management processes
• manage the resolution of service incidents to minimise impact to the department and schools
• monitor the environment to support proactive management and liaison with other Branches to understand requirements and forward pipeline of work support other entities such as Victorian Curriculum and Assessment Authority (VCAA), Victorian Registration and Qualification Authority (VRQA) and Victorian Academy of Teaching and Leadership (the Academy).

How to apply

To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the skills and attributes from the role statement and the capabilities from the position description.

For more details regarding this position please see attached role statements.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at

For further information pertaining to the role, please contact Larissa Stewart - Service Desk Manager via

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on Wednesday, 08 October 2025.