Service Desk Support Officer

The Victoria Police Forensic Services Department is an accredited laboratory that provides a professional forensic service to Victoria Police, persons involved with the administration of justice and the public.
Job Details
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Department: Victoria Police
Work Type: Ongoing - full time
Job Function: IT and Telecommunications
Classification: VPSG3
Work Location: Melbourne - Northern Metro
Reference: VG/E20036647
Closing Date: 03-Oct-2022
Salary Range: $72,751 - $88,336
Job Duration: N/A
Attachments: C3301- VPS-3 Position Description Sept 2022.docx (Word, 577KB)

Service Support Desk - VPS-3 - Role Statement.docx (Word, 112KB)

Application Form VPS-3. - PALMdocx.docx (Word, 645KB)

03 9450-9781

Position Details

Victoria Police

Forensic Services Department

Business & Professional Support Services

Forensic LIMS Support Unit

1 x ongoing VPS-3 Service Desk Support Officer position available

About the role:

The function of the Forensic LIMS Support Unit is to:

  • Support forensic users in day to day use of currently implemented LIMS applications.
  • Provide advice on LIMS capabilities and configuration.
  • Define and document LIMS configuration requirements of current applications and potential future LIMS applications.
  • Contribute to the development, testing and deployment of LIMS applications and/or enhancements to such applications.
  • Deliver LIMS training to forensic users.

The Service Desk Support Officer is responsible for providing first level help desk support for Forensic Services staff using the Laboratory Information Management System (currently PALM) application to manage service requests and case work.

Victoria Police is a contemporary and agile workplace and support flexible working arrangements.

As the successful applicant, some of your duties will include:

  • Provide business level support to users of Laboratory Information Management Systems (LIMS) across Victoria Police, including the provision of telephone and face-to-face helpdesk services and assisting with the development of business support procedures and documentation.
  • Provide administrative assistance, including compilation of statistics, preparation of audit lists, reports and correspondence.
  • Provide recommendations to management on administrative procedures, as appropriate.
  • Assist with the identification and definition of requirements, business processes, business rules and workflow that arise as part of the ongoing improvement of Laboratory Information Management Systems (LIMS).
  • Assist with the configuration, documentation and implementation of system and business changes in the Laboratory Information Management Systems (LIMS).
  • Assist in the delivery of user training for Laboratory Information Management Systems (LIMS), in conjunction with existing training providers.

Skills & Experience

As the successful applicant, you will have:

  • Experience in the area of the provision of customer service delivery for a diverse organisation with a focus on understanding customer and business deliverables.
  • Proven ability to work successfully and effectively in identifying issues, and problem solving, either independently or in a team environment.
  • Sound organising and analytical ability and the capacity to work quickly and accurately with minimal supervision in an environment with diverse and constant demands.
  • Excellent interpersonal skills, with well-developed verbal and written communication skills, supported by experience in performing a range of customer service and administrative support duties.
  • An understanding of the customer service requirements of the position and a demonstrated record of strong commitment and achievement in meeting customer needs.
  • A proven record of ethical behaviour and a demonstrated commitment to the Victoria Police Code of Ethics and Conduct and the Organisational Values.

Requirements and relevant information:

  • Position is located at 31 Forensic drive Macleod, Victoria.
  • Ongoing position available
  • The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
  • The successful candidate will be required to provide a DNA sample (buccal swab) for use in laboratory quality control procedures (elimination purposes only).
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
  • In accordance with the Acting Chief Health Officer's Direction – COVID-19 Mandatory Vaccination (Workers) Directions, you are required to be fully vaccinated and your employment with Victoria Police is subject to proof of vaccination.

How to apply

For your application to be considered, your submission must include:

  • Resume, and.
  • Completed application form – The application form is attached to the job advertisement. 

Please Note: All applications will need to be submitted through the following platform: Job Skills Exchange (JSE) and website.  Applications will not be accepted via other platforms or email.

Current Victorian Government employees must apply via Jobs and Skills Exchange (JSE).

Applications close midnight Monday 3rd October 2022

For further information on this role please contact Tamara Fitzpatrick on 03 9450-9781 or email   

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email

About Us:

Victoria Police is a large organisation employing police, public servants and protective services officers. Victoria Police provides support to the community 24 hours a day, 365 days of the year. 

At Victoria Police our goal is for our workforce to reflect the diverse community we serve. We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage. 

Find out what it is like working as a Victorian Public Servant for Victoria Police:


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