Service Desk Technician Department of Justice and Community Safety location Melbourne.

An exciting opportunity to work in the Emergency Management Victoria, State Control Centre, as a Service Desk Technician (2 x roles available). Full time, 2-year fixed term position. Attractive VPS 4 salary between $ 95,102 - $107,905 + superannuation.

What does the business unit do emergency Management includes the department's emergency management accountabilities delivered through Emergency Management Victoria, Emergency Recovery Victoria, Sector Performance and Reform and emergency management statutory entities and offices.

The work of the group supports the emergency management sector to work together and to strengthen the capacity of individuals, communities, government, agencies and business to achieve our shared vision of safer and more resilient communities and to rebuild and recover after an emergency.

EM Technology & Data is responsible for both national and state technology platforms that enable communications to and from the community, sector operational communications and sector information systems. The EM Technology business unit is responsible for delivering the following key functions of Strategy & Enterprise Architecture. Investment Planning. Support & Development. Procurement & Program Delivery. Vendor & Contract Management.

Please note - An important part of working as part of the State Control Centre is providing an in-person/onsite service. 8 Nicholson Street, East Melbourne will be your primary work location.

What will the role do manage incident, request, and change tickets using ServiceNow, ensuring accurate logging, categorisation, updates, and resolution within defined service targets. Provide first-line application support for critical platforms such as Wisper messaging and AdTech broadcast systems, escalating to vendors or specialised teams when necessary.

Provide initial escalation point for priority incidents including 24/7 support. Perform onsite hardware and software support for laptops, docking stations, monitors, printers, plotters, and peripheral devices across individual desks and shared facilities. Conduct regular preventative maintenance on workstations, AV systems, printers, network connections, and meeting room technology to ensure readiness.

Maintain hot swap pools for laptops, monitors, power hubs, AV equipment, and printers, ensuring equipment is tested, functional, and ready for rapid deployment. Support meeting room technology including Crestron control systems, projectors, cameras, microphones, and broadcast equipment, ensuring all systems are operational ahead of scheduled events.

Manage and monitor network port connections, patching, sub-floor cabling, and Wi-Fi availability in collaboration with agency network teams. Administer onsite infrastructure such as swipe card access, visitor pass systems, and operational spaces, ensuring physical IT assets are properly secured and functioning.

Track and maintain technical documentation, including operational checklists, technical work instructions, configuration records, and asset registers. Maintain proactive communication with end users, team members, and stakeholders to provide timely updates, guidance, and advice on technical issues. Support occupational health and safety processes by identifying and reporting physical risks such as faulty cables, water leaks, damaged equipment, or environmental hazards within the workspace.

As our ideal candidate, you will have IT Service Management: Strong working knowledge of ITIL Service Management processes, particularly Incident Management and familiarity with SIAM practices. Service Desk Operations: Minimum 1-2 years' experience in a Help Desk or Service Desk Technician role, providing hands-on technical support across hardware, software, and network issues. Demonstrated ability to manage incidents, service requests, and changes using ServiceNow, ensuring accurate records and efficient ticket handling from start to finish.

Incident and Problem Resolution: Proven technical aptitude with experience diagnosing and resolving incidents swiftly, while independently driving further root cause investigations when needed. Experience contributing to Problem Management processes, including post-incident reviews and identifying recurring issues.

Communication and Customer Service: Excellent written, verbal, and listening skills, with the ability to explain technical issues clearly to non-technical users. Service-oriented with a calm, professional approach under pressure, always maintaining a strong focus on customer advocacy.

Collaboration and Independence: Able to work unsupervised to deliver assigned tasks while actively contributing within a team environment. Comfortable seeking assistance or escalating when appropriate and sharing knowledge to improve team capability.

Task and Time Management: Demonstrated ability to manage multiple tasks effectively, ensuring all duties are completed accurately and within required service level targets (SLTs).