Service Desk Analyst

Court Services Victoria; Melbourne; On-site; AUD 79,122 - 96,073; Full time

Job summary

A governmental body providing judicial services in Melbourne is seeking a Service Desk Analyst to provide IT support. The role includes managing helpdesk requests, supporting audio-visual systems, and training users. Ideal candidates should have experience with MS Office, video conferencing systems, and a customer service focus. This is a fixed-term position until May 2026 offering competitive compensation.

Qualifications

• Proven experience in supporting various software products including MS Office applications.
• Demonstrated knowledge and experience with video conferencing operation.
• Experience in a similar IT environment is desirable.

Responsibilities

• Provide frontline IT Helpdesk support, including logging and updating requests.
• Deliver daily technical support for AV and digital hearing systems.
• Assist remote VCAT staff and coordinate shared IT resources.

Skills

MS Office Suite Support

Video Conferencing Operation

Customer Service Focus

Technical Support for AV Systems

Education

Relevant IT Qualifications

ITIL Foundation

Job description

Overview

Join to apply for the Service Desk Analyst role at Court Services Victoria.

Court Services Victoria provided pay range

This range is provided by Court Services Victoria. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$79,122.00/yr - A$96,073.00/yr

About Us

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria’s courts and tribunal, Judicial College and Judicial Commission. Collectively, Victoria’s Supreme, County, Magistrates’, Children’s, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group’. Our people enable the Courts Group to deliver on each jurisdiction\'s own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service and is transforming digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role

The Information Technology team is responsible for implementing VCAT\'s IT strategy and delivering key IT projects to meet VCAT\'s Strategic Direction Modernising Service Delivery. The team supports day-to-day IT requests, hearing room technology, system improvements and the successful implementation of CSV-led IT projects and upgrades. In this role, you will deliver first level support across VCAT IT applications and systems to agreed service level agreements, contribute to overall IT operations support, audio-visual equipment support, inductions and general IT training, incident resolution, service requests and user support in conjunction with the CenITex Service Desk.

Duties will include:

• providing frontline IT Helpdesk support, including logging, triaging, and updating requests
• delivering daily technical support for AV, audio recording, and digital hearing systems
• supporting video conferencing systems across VCAT sites
• offering technical support for desktop systems, GSP SOE applications, and non-standard hardware/software
• assisting remote VCAT staff and coordinating with other jurisdictions for shared IT resources
• providing timely advice, training and support for VCAT IT systems and applications
• configuring mobile devices (iPads, phones, laptops) with relevant business apps
• managing user onboarding/offboarding and delivering induction training

This position is fixed term until May 2026.

About You

The ideal candidate will be able to demonstrate:

• proven experience in supporting various software products including the MS Office suite of applications, Case Management software, and ideally Active Directory infrastructure
• demonstrated knowledge and experience with video conferencing operation, audio recording and audio-visual systems
• experience working in a similar IT environment will be considered desirable
• experience with problem resolution, being proactive and having a customer service focus with strong stakeholder engagement skills

Qualifications

• ITIL Foundation is highly desirable
• Relevant experience and/or qualifications in the field of IT Services is desirable

How to apply

Click the link to be re-directed and select the 'apply' button, ensuring you include the following in your application:

• resume

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce. We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply. We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please email the contact person listed in the advertisement. As part of our commitment to a safe and respectful workplace, we conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially and with care and are a standard part of our hiring process to ensure the right fit for both our candidates and the organisation.