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Service Desk Analyst (VPSG3)

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Job Ref:  VG/931653
Employer:  Department of Environment and Primary Industries (VIC)
Job Type:  Permanent Full Time
Melbourne VIC, Australia (Show on map)

 • Manage incident and service requests 
  • Monitor customer enquiries 
  • Location: Melbourne CBD The Service Desk Analyst is responsible for responding to a variety of customer inquiries across a range of IT Services.

We are building an inclusive workplace to help realise the potential of our employees, embrace our differences, and apply our diverse thinking to innovation and delivering services to Victorian communities. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds.

The Service Desk Analyst performs an important role within the Workplace and Service Management team as part of the Information Services Division. This position will contribute to a high-performance team based culture that includes participation at daily stand-ups, team meetings and broader divisional initiatives.

The Service Desk Analyst will monitor the various customer inquiry channels, assess and manage incident and first point of contact service requests including end to end ticket ownership and aged ticket follow up to meet internal   Service Level Agreements (SLA's).

Highly desirable:

  • Formal qualification in IT Service Delivery - ITIL V3 Foundation, degree in Information Technology
  • Use of ServiceNow Management Tool
  • Service Desk experience
  • Experience working in an ITIL environment

There are 2 ongoing positions available.

To be considered for this position, your application should include a supporting statement demonstrating that you meet the key selection criteria and any job requirements specified in the position description. 

Applications close at midnight Thursday 16 August 2018.

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