End User Support Officer

The Department of Transport (DoT) brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability. We are excited to offer this opportunity for you to become part of the Department that delivers more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.
Job Details
Department: Department of Transport
Work Type: Ongoing - full time
Job Function: IT and Telecommunications
Classification: VPSG3
Work Location: Melbourne - CBD
Reference: VG/80003967
Closing Date: 26-Jun-2022
Salary Range: $72,751 - $88,336
Job Duration: N/A
Attachments: End User Support Officer Position Description.pdf (PDF, 179KB)
Job Specification

Contact: Umair Saleem
0487 872 284

Position Details

End User Support Officer

  • VPS3: $72,751 - $88,336 p/a + super
  • Ongoing – full time (flexible working arrangements)
  • Based in Melbourne CBD

About Us
The Investment and Technology Group delivers strategic oversight and management of DoT's operating and infrastructure budget and provides commercial and information technology services to drive high performance and improved commercial outcomes for the State.

About the Opportunity
The End User Support Officer is the first point of contact and support for business systems operational needs, problems and requests. The position is also responsible to support the development and maintenance of an IT service catalogue and liaises with vendors to support business needs.

Key Accountabilities

  • Manage incoming ICT Workplace Services enquiries and requests for team and follow defined processes for a wide range of issues and provide efficient resolution of customer queries and issues.
  • Deliver a high quality systems helpdesk across DoT resulting in customer satisfaction and efficient issue resolution.
  • Commission, support and decommission mobile technology, including phones, tablets and remote access to corporate systems.


Key Selection Criteria

  • Demonstrated experience in 1st and/or 2nd level technical support in ITIL Helpdesk environment.
  • Experience with remote access technologies (e.g. Citrix).
  • Knowledge of Incident, Request and Problem Management processes, policies and procedures.
  • Proven experience in ITIL framework and processes, especially Incident, Problem Management and Change Management.

For further detail, please refer to the PD included on our Careers Page.

Culture and Benefits
The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable.

How to Apply
Applications should include a resume and a brief covering letter.

Applications close 11.59pm on Sunday, 26th June 2022.

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness. Failure to comply with this condition of employment will impact your eligibility for employment in this position with DoT.
Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.


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