Join to apply for the Service Desk Officer role at Triple Zero Victoria. The position is based in Burwood East, Victoria, Australia.
Job Overview
The Service Desk Officer is a key resident of the Emergency Communications Information Systems (ECIS) team. You will provide technical support to users, diagnose and troubleshoot incidents, and fulfil requests in line with the IT Service Level Agreement. The role includes hands‑on support for IT related hardware, software and peripherals, onboarding/off‑boarding duties, desktop imaging and meeting‑room audio‑visual support.
Day‑to‑Day Responsibilities
* Respond promptly, courteously and efficiently to customer inquiries.
* Set up, support and maintain end‑user equipment and deploy standard operating environment (SOE).
* Monitor the health of the ICT environment and provide level 2 support based on automated tools, standardisation, scripting and automation routines.
* Initial triage of logged incidents and monitoring alerts.
* Provide 24/7 incident management services and resolve ICT incidents at level 2.
* Act as Incident Manager: initiate and coordinate major incident activities, liaise with technical SMEs, vendors and stakeholders, and provide relevant communications to Operations and senior leadership.
Qualifications & Skills
* ITIL Certificate.
* Demonstrable experience in a customer‑service environment.
* Proven ability to achieve at least 60% first call resolution on initial contact.
* Strong initiative, meticulous work ethic and excellent communication and problem‑solving skills.
* Strong interpersonal skills and ability to work with a wide range of stakeholders.
* Understanding of Microsoft Active Directory and Office 365.
Benefits
* Competitive salary and flexible working arrangements.
* Employee assistance program for employees and eligible family members.
* Discounted health insurance, banking services and gym membership.
* 'Memberlink' discount card, accepted by thousands of retailers and service providers.
* Free staff parking at all sites.
* Salary packaging options after an initial service period.
Equal Opportunity
Triple Zero Victoria is committed to equal opportunity and diversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. We celebrate diversity in all forms including gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity.
How to Apply
Click the 'Apply' button to be directed to the Triple Zero Victoria Careers Portal. Provide a current resume and a cover letter outlining how your experience matches the role. All applications must be submitted via the portal; email submissions are not accepted.
Applications will close at 11:59 pm on Sunday, 18 January 2026. If you need adjustments during the selection process, contact
Eligibility
Applicants must be an Australian or New Zealand Citizen, a Permanent Resident, or hold valid work rights. Preference will be given to candidates who complete a Pre‑employment Medical Declaration and consent to a National Police Check.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Customer Service
Industry
Government Administration
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Contact
For a confidential discussion, email Recruitment agency applications will not be accepted.
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