Service Desk Analyst

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the 'Courts Group'.

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

VCAT has embarked on a service transformation focused on delivering enhance digital service, providing easier access to services, developing stronger connections with service partners through technology integrations and digital workflows and building an empowered and capable workforce who are receptive and ready for change.

About the Role

The Information Technology team is responsible for implementing VCAT's IT strategy and delivering on key IT projects to meet VCAT's Strategic Direction Modernising Service Delivery. The team is responsible for responding to day-to-day IT requests, supporting hearing room technology, driving system improvements and assisting the successful implementation of CSV led IT projects and upgrades.

In this role, you will be responsible for delivering first level support across VCAT IT applications and systems to agreed service level agreements. You will also be responsible for contributing to the provision of overall IT operations support, audio-visual equipment support, inductions and general IT training, incident resolution, service requests and user support in conjunction with the CenITex Service Desk.

Duties will include:

• providing frontline IT Helpdesk support, including logging, triaging, and updating requests
• delivering daily technical support for AV, audio recording, and digital hearing systems
• supporting video conferencing systems across VCAT sites
• offering technical support for desktop systems, GSP SOE applications, and non-standard hardware/software
• assisting remote VCAT staff and coordinating with other jurisdictions for shared IT resources
• providing timely advice, training and support for VCAT IT systems and applications
• configuring mobile devices (iPads, phones, laptops) with relevant business apps
• managing user onboarding/offboarding and delivering induction training

This position is fixed term until May 2026.

About You

The ideal candidate will be able to demonstrate:

• proven experience in supporting various software products including the MS Office suite of applications, Case Management software, and ideally Active Directory infrastructure
• demonstrated knowledge and experience with video conferencing operation, audio recording and audio-visual systems
• experience working in a similar IT environment will be considered desirable
• experience with problem resolution, being proactive and having a customer service focus with strong stakeholder engagement skills

Qualifications

• ITIL Foundation is highly desirable
• Relevant experience and/or qualifications in the field of IT Services is desirable

How to apply

Click the link to be re-directed and select the 'apply' button, ensuring you include the following in your application:

• resume
• a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, we conduct pre-employment checks, including but not limited to, reference checks, police checks and misconduct screening. These checks are handled confidentially and with care and are a standard part of our hiring process to ensure the right fit for both our candidates and the organisation.