Location: Melbourne | Southern Metropolitan
Job type: Full time
Organisation: Department of Education
Occupation: IT and Telecommunications
Reference: VG/FPIS/20011216B
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.
About the Department The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy, and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families, and helping to equip 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 The function of the 'IT Services Branch, IT Operations Unit' is as follows:
Maintain and support the infrastructure and systems to deliver the capabilities and services to meet required business service levels. 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 other 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, inTune-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.
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.
Applications close 11:59pm on Tuesday 1 October 2024.
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