IT Support Analyst

About Us

The Magistrates' Court of Victoria (MCV) is a jurisdiction within the Court Services Victoria statutory authority and has a long history of providing justice for the people of Victoria in metropolitan and regional courts across the state. The Court determines in excess of 300,000 cases per annum at 51 venues, equating to approximately 90 percent of all cases that come before Victorian courts each year. The Court aims to be an innovative, accessible, and responsive court that provides quality services to the Victorian community.

About the Role

Reporting to the Service Desk Lead and working closely with the MCV TS team, the IT Support Analyst will primarily be responsible for providing timely and high-quality IT support to MCV TS customers including the MCV judiciary and staff. The IT Support Analyst will also play an active role in assisting the team with various IT projects from development to implementation and contributing to level 1 and 2 support.

Key accountabilities include:

• Acting as the first point of contact for stakeholders to analyse and solve Level 1 &2 technical problems by identifying and diagnosing issues logically either by telephone, remote login or in-person

• Managing service requests and incidents from an end-to-end lifecycle, including maintaining a clear and concise record of user issues and interactions

• Providing an excellent level of customer service to clients, by providing them with appropriate support response and friendly communication in keeping within agreed Service Level Agreements (SLAs)

• Providing and/or facilitating computer software support for the range of software products used throughout the Court environment

• Escalating incidents to senior team members and/or CSV Digital and liaise with customers throughout the time of the issue to ensure satisfactory resolution of problems and requests

• Working collaboratively with technology partners and vendors

• Assisting the Service Desk Lead in vendor management, external customer support and coordination with internal and external helpdesk support.

About You

• Knowledge around Business and Information Technology, and experience with Business Continuity & Disaster Recovery plans and the use and maintenance of associated documentation would be an advantage

• Knowledge of and experience in supporting a Microsoft environment and administration tools

• Experience and expertise in PC hardware, software, and LAN/WAN facilities

• Exposure to Microsoft suite and Power Platform would be desirable

How to apply

Click the ‘Apply Now' 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 get in touch with Dr. Tasha Campo, Senior Manager - Diversity, Equity, Inclusion & Respect via email to tasha.campo@courts.vic.gov.au or by calling (03) 9032 0500 to speak to a People Services Advisor.

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