ICT Service Desk Officer

About this role

 

• Onsite role at an iconic Melbourne institution!
• Troubleshoot and resolve Level 1 and 2 issues
• Full-time, fixed term to April 2027, VPS 2.1 role $62,104 - $70,903 + super

 

About the Opportunity

The ICT Service Desk Officer provides crucial first level technical assistance and technology project support services to Library staff and service users. The role ensures reliable and punctual issue resolution, including meeting service level expectations. 

Reporting to the Manager - IT Operations, the role liaises with a supervised second level support when required. The ICT Service Desk Officer also supports software updates, device replacement, progress monitoring and regular issue logging in a Microsoft 365 environment where Windows 10 and SaaS applications are a feature.

 

About You

We value your proven ability to perform baseline analysis and resolve hardware issues for users. Ideally you will already be familiar with creating new user accounts and demonstrate the capacity to provide end-to-end answers where needed, using both your interpersonal and written communications skills. Importantly you will be able to recognise when your documented findings need to be escalated, and you possess the commitment to follow issues through to resolution.

In addition, you will come to us with:

• A recognised qualification in ICT systems, computing, desktop technology or a cognate discipline.
• Experience with customer support for Windows 10, Microsoft365 and a range of SaaS applications.
• Experience implementing and using contemporary operating system deployment solutions.
• Demonstrated communication skills, including interpersonal capacity to explain technical concepts in clear, non-technical language.
• Organisational skills, including the ability to prioritise work and achieve timely outcomes in an environment of continuous workflow demand.

 

About the Library

State Library Victoria is Australia's oldest public library, and one of the first free public libraries in the world.

We believe in the power of knowledge to change lives. Free to access and open to all, the Library enriches the cultural, educational, social and economic lives of all Victorians.

State Library Victoria preserves and shares the stories of Victoria and the world, and is a major destination for stimulating cultural experiences, contemporary debates, and community-driven collecting. We encourage learning, exploration, imagination, and creativity, opening up possibilities for all Victorians.

State Library Victoria is a child-safe organisation. A valid Working with Children Check will be required before commencing.

State Library Victoria promotes a workplace that actively seeks to welcome and value the unique contributions of all people. We strongly encourage Aboriginal and Torres Strait Islander peoples, people with disability, people from cultural and linguistical diverse backgrounds, LGBTIQ+, D/deaf, disabled, neurodiverse people and people of all ages and abilities to apply.

 

How to apply

Please click the Apply button to submit your application via Careers.Vic.

The following documents should be attached to your application:

• Resume
• Cover letter (maximum 3 pages) summarising how you meet the key selection criteria in the Position Description (see the About You section of the advertisement). 

The successful candidate for this role must be willing to obtain an Australian Government Security Clearance.

For more information on format and content of your application, please see how to apply for a job on the Careers Vic site.

Enquiries

To arrange a confidential discussion about the opportunity, please contact Farina Mahmud, Manager, IT Operations at fmahmud@slv.vic.gov.au

For assistance with the application process please contact employment@slv.vic.gov.au

Privacy Collection Notice

Information about how we collect and use your personal information, and how you can contact us, can be found here.

Reasonable Adjustments

We want all applicants to have an equal opportunity to demonstrate that they are the best person for the job. If you require an adjustment at any stage of the recruitment process, or the provision of a particular access service, please contact our People team on employment@slv.vic.gov.au

Advertising closes on Tuesday 18 August, 2026 at 11.59pm Australian Eastern Standard Time.

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