Service Desk Analyst

Job Details
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Department: Independent Broad-based Anti-corruption Commission
Work Type: Fixed term - full time
Job Function: IT and Telecommunications
Classification: VPSG3.1
Work Location: VIC - various
Reference: 10397_1674529047
Closing Date: 07-Feb-2023
Salary Range: $72,751 - $80,545
Job Duration: N/A
Attachments: No File Attached
Contact: David Rogers
pcchelp@ibac.vic.gov.au

Position Details

  • Provide technical and customer service to manage incidents and requests
  • Melbourne CBD location with flexible hybrid working arrangements
  • Permanent full-time, VPS3.1, $72,751 - $80,545 base

Our organisation

IBAC's work is vitally important to Victorians - we expose public sector corruption and police misconduct.

Our vision is a Victorian public sector that actively resists corruption. This is something we whole-heartedly believe in and work towards. Our dedication to fairness and natural justice is clear and tangible.

Our people work with sensitive information and do this confidentially and respectfully. We understand that to foster a corruption-resistant public sector, our workplace must be built on integrity.

Our team:

People who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues. IBAC's values are incorporated in professional skills and behaviours for the position.

  • Lead by example
  • Act Impartially
  • Work Together
  • Behave with Respect
  • Strive for Excellence

Your new role:

We have an opportunity for an individual to join our Information and Digital Services Unit as Service Desk Analyst on a Full-time Permanent Ongoing basis. Reporting to the Team Leader, Service Delivery, the role will provide technical and customer service skills to proactively manage incidents and requests in accordance with the policies and procedures relevant to the service request type. The duties also include asset management, procurement assistance and refresh of hardware and devices through project delivery.

Key accountabilities include:

  • Exercising professional judgement in the application of customer service delivery to resolve IT issues and problems.
  • Accurately, effectively record and follow up on service desk issues, incidents, and requests to resolution in a timely manner and according to service and/or operational service level agreements.
  • Providing support, service, testing and troubleshooting for networks and equipment including deploying new technology and escalation issues when required.
  • Assisting with the development and maintenance of documentation including policies, procedures, and knowledge bases.
  • Helping the Service Delivery team through IT procurement activities and equipment asset audits.
  • Maintaining familiarity with current and upcoming IT technology, equipment and provide recommendations for improvement when identified.


Our requirements / Your skill set:

We are looking for candidates with the below experience and capabilities:

  • Experience working in a complex IT service desk environment that included servicing hardware and software desktop, server/network, telephony and peripheral (MFDs, scanners, printers) and mobile devices such as smart phones, tablets, and laptops.
  • Desirable to have formal IT qualifications for Microsoft client/server technologies or a minimum three years' relevant experience.
  • Desirable to have service delivery experience or qualifications in ITIL service operations and delivery.

Apply now:


Your application is a two-step process. You are unable to save partial applications.

Submit your application online using the 'Apply Now' button, making sure you include:

  • a cover letter
  • a resume no longer than 5 typed pages (in Word format)
  • responses to the screening questions within the application process

Mandatory Vaccination Policy:

IBAC is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees consistent with IBAC's obligations under the Occupational Health and Safety Act 2004 (Vic). Therefore, there is a requirement that all IBAC employees have an up-to-date vaccination status against COVID-19 (three doses of a COVID-19 vaccine) in order to undertake duties outside of their homes.

At interview stage you will be required to confirm your current vaccination status. Prior to receiving an offer of employment with the department, you will need to provide evidence that you are vaccinated against COVID-19 with three doses of a COVID-19 vaccine.

Upon Prior to commencement of employment with IBAC you will be required to provide evidence that you have an up-to-date vaccination status (three doses of a COVID-19 vaccine).

Acceptable evidence includes:

  • COVID-19 digital certificate or ATAGI exemption certificate (available via your myGovaccount)
  • Your immunisation history statement (available via your myGovaccount)

Other documentation outside the above will not be accepted as evidence of having received your COVID-19 vaccine doses.


We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.

Visit: www.ibac.vic.gov.au for more information.

HR USE ONLY: Applications close 11:59pm, 7 February 2023.


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