Service Desk Support

About Us

VicTrack is the custodial owner of Victoria's rail transport land, assets and infrastructure. We work to protect and grow the value of the portfolio, to support a thriving transport system and make travel and living better for all Victorians. With much of our asset portfolio dedicated to rail transport - our land, infrastructure, trams, trains and telecommunication networks - our focus is on strategic asset management and supporting the delivery of better transport solutions.

When you join VicTrack, you'll become part of an organisation that celebrates the diverse backgrounds, perspectives, and life experiences of our people. We are committed to fostering a workplace that mirrors the diverse communities we serve. Everyone is welcome to apply for a role at VicTrack and we encourage open discussions about any adjustments you might need during the recruitment process or within the role. If you have a disability or specific access requirements, please let us know how we can offer you additional support.

Benefits

• Free travel on all public transport - Trains | Trams | V/Line
• 17.5% leave loading
• 1 x Extra day off (EDO) per month
• Flexible work environment | hybrid work
• Stable work environment - Victorian Government state-owned enterprise
• 16 weeks paid parental leave (36 unpaid)
• Comprehensive health & wellness programs
• Free access to on-site gym and end of trip facilities
• Training and development opportunities to help you grow and develop your career

The challenges of our fast-growing sector put our people at the front of some of Victoria's most exciting projects in telecommunications, property development and project delivery - with job opportunities as diverse as our organisation.

The Role

The Service Desk Support role provides first level IT support to internal and external customers, and where required, works with IT System Engineers, third parties and other VicTrack support teams, to resolve incidents and requests to ensure consistent and superior IT service delivery.
Key Accountabilities / Functions:

• Ensure the availability, reliability, accuracy, security, and performance of IT services through the provision of: 
  • Asset maintenance, monitoring, and alerting
  • Asset support (incident and problem management), and
  • Asset disposal. 
• Adhere to ITIL practices and manage high-quality face-to-face, online and telephone customer service support for IT systems, including end-to-end management of requests, incidents and problems, the analysis and reporting of trends, and change management. 
• Monitor active incidents, service requests and interactions to ensure they are completed within agreed SLA timeframes, and escalate or action as required, to avoid potential breaches of SLAs. 
• Undertake the installation, testing and configuration of ICT hardware, software and mobile devices; and work with vendors to resolve technical problems with desktops, printers, mobiles, software and any other IT equipment or hardware. 
• Create and maintain user guides, work instructions and other process documents for both IT staff and general users and provide all new users with induction and ad-hoc training session on VicTrack’s IT policies and applications. 
• Ensure compliance with VicTrack IT security policies and procedures around application maintenance (e.g. application patching policy) to ensure a secure IT desktop environment is maintained. 
• Create and maintain detailed accurate records of incidents, problems or changes in VicTrack’s service management application, in a timely manner
• Qualifications:
• Tertiary qualifications in a Computer Science related discipline is highly regarded 
• ITIL certification is highly regarded 
• Microsoft Certified Professional (MCP) is desirable

Knowledge & Experience:

• Demonstrated experience providing desktop support in a medium to large organisation
• Demonstrated knowledge and experience working with Service Desk and service management applications and tools, including helpdesk software
• Demonstrated knowledge of ITIL practices for IT service management
• Demonstrated experience supporting Exchange, AD
• Demonstrated working knowledge of Microsoft technical architecture, tools and related products supporting desktop, server and network environments
• Demonstrated working knowledge of technologies such as Symantec Technologies (Enterprise Vault and Endpoint), Citrix, VB scripts, mobile devices and mobile device management platforms

To Apply

If you are interested in this exciting opportunity with us, please click apply and submit your resume in PDF format only. All applications are strictly confidential.
Offer of employment is strictly subject to successful background (pre-employment screening) and criminal history check. VicTrack is an equal opportunity and human rights employer.

Closing Date: 21/04/2024

 ***PLEASE ONLY SUBMIT YOUR RESUME AND/OR COVER LETTER IN PDF FORMAT