Location: Melbourne | Southern Metropolitan Job type: Full time Organisation: Department of Education Occupation: IT and Telecommunications Reference: VG/FPIS/20011216 B About the Department The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives by supporting lifelong learning and healthy development, strengthening families, and equipping people with the skills and knowledge for a 21st-century economy and society.
About the Division IT Services Branch enhances the service and support provided to corporate staff, teachers, principals, and school administrators by efficiently and effectively managing infrastructure, security, and application incidents and requests.
About the Role This role provides service delivery, training, and technical expertise for corporate customers for end user devices (including laptops, mobile services, MFD services, tablet devices, and video conferencing).
The role is located in Bayside Peninsula area (Frankston and East Bentleigh) regional office.
Responsibilities Service call management, in line with hybrid working arrangements, providing support via face to face, telephone, and remote assistance technology, using the ITIL framework within DE service management tools.
Managing IT assets and local stockroom, including forecasting stock requirements.
Onsite at primary corporate office, with scheduled and ad-hoc travel to remote sites.
Service delivery including work queue monitoring, and escalations including escalations of non-IT activities such as desk and monitor arm setup.
Maintaining and delivering user training on end user devices and functionality.
Collaboratively working with other team members and teams to resolve specific or systemic issues impacting end user devices.
Contributing to maintaining knowledge articles, policies, processes, and auditing for end user devices, in accordance with IMTD standards.
Acting as local contact in relation to server and network availability, engaging with specialist technical teams to resolve issues.
Other Duties as Required Demonstrated experience in understanding DE businesses and working in a consultative and supportive way with staff at all levels in the organisation.
Contemporary knowledge of end user device technologies and their application within a business context.
Strong technical skills in Windows, Office 365, Webex, Service Now, in Tune-MDM.
Good experience in maintaining and delivering user training on end user devices and functionality.
This role requires ongoing onsite attendance.
Desirable Qualifications and Experience Essential: Experience in Windows, Office 365.
Essential: Working with Children, Driver's licence.
Desirable: ITIL V4 Foundation accreditation.
Further Information For more details regarding this position please see attached position description for the capabilities to address in application.
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability, and neurodiversity.
Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply.
For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page.
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at For further information pertaining to the role, please contact Mario Saltalamacchia , Manager IT Service Support via +61 3 8688 7773 or Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks.
Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties or other accessibility requirements.
Applications close 11:59 pm on Tuesday 1 October 2024.
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