Service Desk Analyst

About the Role

This role provides support service delivery, including application and technical support; including expertise and compliance, across a diverse range of services for corporate and school customers across the department and education sector.

The role is responsible for:

• Provision of quality frontline support services through multiple contact methods and tasks
• Provision of effective, efficient and compliant support services in a timely and consistent manner
• Maintaining strong customer focus and engagement at all times, across all customers and functions
• Maintaining strong team and individual approach to delivery of support services
• Maintaining engagement and relationships with other support teams to deliver timely and seamless support
• Investigating and resolving complex technical and application incidents and requests and, report findings and improvement opportunities
• Other duties as directed

Work Type: This is a VPS3, fixed term, full time position until 8 January 2027 (Maternity leave cover)

Qualifications and Experience

• Essential: Working with Children (Employee)
• Essential: Experience working in a large organisation
• Desirable: Experience working in a government organisation
• Desirable: Degree or Certificate in Information and Knowledge Management
• Desirable: ITIL V4 Foundation accreditation
• Desirable: Working knowledge of systems and applications used in a school environment including CASES21, and Student Insight

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 key selection criteria including 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.

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).

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, 26 November 2025.