End User Services Agent

Title: End User Services Agent

Requisition ID: 8139

Work Type: Ongoing Full Time

Fixed Term Period: Not Applicable

Location: Melbourne - East

Date Posted: 18 Sept 2025

About Us
The Department of Transport and Planning oversees key planning, transport and land use policy decisions across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.

We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians. Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria's transport, planning and land services for use by all. We foster a safe, inclusive and constructive place to work.

About The Group
Investment and Technology is a Group within the Department of Transport and is responsible for providing investment strategy and delivering commercial and information technology services to drive high performance and improved commercial outcomes for the State.

Enterprise Technology is a Division within Investment and Technology and provides IT services and technology for DoT delivering Corporate and Enterprise wide capabilities. It performs a central role providing core data services, Cyber leadership, and documenting strategic directions for all of DoT's Information technology and data.

About The Role
The End User Services Agent reports to the End User Support (EUS) Corporate Systems Team Leader within Enterprise Technology, plays a critical role in delivering timely first level support, front-line assistance and resolution of both users reported incidents and requests.

This position is important in ensuring that services provided by DTP internally are maintained to a high level of quality and meet customer expectations, specifically in relation to front line services and applications that impact the Victorian public.

Primarily focused on the resolution of incidents and requests taken via phone call and raised within the DTP ITSM ticketing tool. The End User Services Agent also ensures that incidents logged from 3rd part partners are assigned to the correct DTP Support teams for resolution.

To provide greater insight into the role the position description can be found here.

Qualifications And Role Specific Requirements
Mandatory

• Minimum of at least 6 months experience working in an IT help/service desk , call centre environment or customer service roles

Desirable

• Tertiary qualification in IT or experience relevant to the capabilities of the role.
• ITIL V4 foundation certification

Pre-employment checks and employment conditions
All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.

Non-VPS applicants will be subject to a probation period of six months.

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Applications close at
11.59pm on 2nd October 2025