An exciting opportunity to work in the Emergency Management Victoria, State Control Centre, as a Service Desk Technician (2 x roles available) Full time, 2-year fixed term position Attractive VPS 4 salary between $ 95,102 - $107,905 superannuation What does the business unit do? Emergency Management includes the department's emergency management accountabilities delivered through Emergency Management Victoria, Emergency Recovery Victoria, Sector Performance and Reform and emergency management statutory entities and offices. The work of the group supports the emergency management sector to work together and to strengthen the capacity of individuals, communities, government, agencies and business to achieve our shared vision of safer and more resilient communities and to rebuild and recover after an emergency. EM Technology & Data EM Technology and Data is responsible for both national and state technology platforms that enable communications to and from the community, sector operational communications and sector information systems. The EM Technology business unit is responsible for delivering the following key functions of: Strategy & Enterprise Architecture; Investment Planning; Support & Development Procurement & Program Delivery Vendor & Contract Management Please note - An important part of working as part of the State Control Centre is providing an in-person/onsite service. 8 Nicholson Street, East Melbourne will be your primary work location. What will the role do? Manage incident, request, and change tickets using ServiceNow, ensuring accurate logging, categorisation, updates, and resolution within defined service targets. Provide first-line application support for critical platforms such as Wisper messaging and AdTech broadcast systems, escalating to vendors or specialised teams when necessary. Provide initial escalation point for priority incidents including 24/7 support. Perform onsite hardware and software support for laptops, docking stations, monitors, printers, plotters, and peripheral devices across individual desks and shared facilities. Conduct regular preventative maintenance on workstations, AV systems, printers, network connections, and meeting room technology to ensure readiness. Maintain hot swap pools for laptops, monitors, power hubs, AV equipment, and printers, ensuring equipment is tested, functional, and ready for rapid deployment. Support meeting room technology including Crestron control systems, projectors, cameras, microphones, and broadcast equipment, ensuring all systems are operational ahead of scheduled events. Manage and monitor network port connections, patching, sub-floor cabling, and Wi-Fi availability in collaboration with agency network teams. Track and maintain technical documentation, including operational checklists, technical work instructions, configuration records, and asset registers. Maintain proactive communication with end users, team members, and stakeholders to provide timely updates, guidance, and advice on technical issues. Please refer to the position description for more detailed accountabilities What skills and knowledge should a Service Desk Technician have? As our ideal candidate, you will have: IT Service Management: Strong working knowledge of ITIL Service Management processes, particularly Incident Management and familiarity with SIAM practices. Service Desk Operations: Minimum 1-2 years' experience in a Help Desk or Service Desk Technician role, providing hands-on technical support across hardware, software, and network issues. Demonstrated ability to manage incidents, service requests, and changes using ServiceNow, ensuring accurate records and efficient ticket handling from start to finish. Incident and Problem Resolution: Proven technical aptitude with experience diagnosing and resolving incidents swiftly, while independently driving further root cause investigations when needed. Experience contributing to Problem Management processes, including post-incident reviews and identifying recurring issues. Communication and Customer Service: Excellent written, verbal, and listening skills, with the ability to explain technical issues clearly to non-technical users. Service-oriented with a calm, professional approach under pressure, always maintaining a strong focus on customer advocacy. Collaboration and Independence: Able to work unsupervised to deliver assigned tasks while actively contributing within a team environment. Comfortable seeking assistance or escalating when appropriate and sharing knowledge to improve team capability. Task and Time Management: Demonstrated ability to manage multiple tasks effectively, ensuring all duties are completed accurately and within required service level targets (SLTs). If you have any queries, please contact Alireza Noura, ICN Service Manager, via Alireza.Nourajustice.vic.gov.au If this sounds like a compelling job that you believe your skills would be a great match for, please APPLY NOW. Applications close 11.59pm 17/04/25. IMPORTANT INFORMATION: CHILD SAFE STATEMENT OF COMMITMENT: The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work. How to apply Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats. The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening. If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.