Service Desk Analyst

• Are you committed to service excellence?

• Can you negotiate outcomes?

• Location: Melbourne CBD

Exciting opportunity for a highly organized individual to monitor and track incidents and services request received via the departments service management tool and contribute to a high-performance team-based culture.
Job Details
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Department: Department of Environment, Land, Water and Planning
Work Type: Ongoing - flexible
Job Function: Customer Service / Call Centre
Classification: VPSG3
Work Location: Melbourne - CBD
Reference: VG/50820089
Closing Date: 02-Feb-2020
Salary Range: $68,884 - $83,640
Job Duration: N/A
Attachments: 50820089 Service Desk Analyst Position Description (1).pdf (PDF, 124KB)


Contact: Christopher Antoniou
0436 613 550

Position Details

We are building an inclusive workplace to help realise the potential of our employees, embrace our differences, and apply our diverse thinking to innovation and delivering services to Victorian communities. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds.

The Service Desk Analyst performs an important role within the Workplace and Service Management team as part of the Information Services Division (ISD). Working with the Service Desk Team Leader, you will respond to inquiries via interactive customer channels to deliver First Point of Contact services including incident logging and tracking, processing service requests and service escalation to the required standard. 

The Service Desk Analyst will contribute to a high-performance team-based culture that includes participation at daily stand-ups, team meetings and broader divisional initiatives. The successful candidate will uphold appropriate workplace behaviors aligned with the department's values.

Specialist/Technical Expertise/Qualifications

Highly desirable

  • Formal qualification in IT Service Delivery - ITIL V3 Foundation, degree in Information Technology
  • Use of ServiceNow Management Tool
  • Service Desk experience
  • Experience working in an ITIL environment

This is an ongoing position.

To be considered for this position, your application should include a supporting statement demonstrating that you meet the key selection criteria and any job requirements specified in the position description. 

DELWP will conduct relevant and required checks about applicants and the information provided with an application.  Such checks will include but are not limited to:

  • A Statutory Declaration and Consent form consenting to DELWP contacting current and previous employer(s) to substantiate employment history, past conduct and performance is required.
  • A satisfactory National Police Check will be required (for all non-DELWP employees).

Applications close at midnight Sunday 2 February 2020.




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