IT and AV Service Desk Analyst

About UsCourt 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. VCATThe Victorian Civil and Administrative Tribunal (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 for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.VCAT has embarked on a service transformation focused on delivering enhance digital service, providing easier access to services, developing stronger connections with service partners through technology integrations and digital workflows and building an empowered and capable workforce who are receptive and ready for change.
About the RoleIn this role, you will provide Level 1 & 2 support across IT systems, applications, and audiovisual (AV) hearing room technology, ensuring reliable operations and a seamless user experience. You’ll manage incidents and service requests, support hearing room technologies, and assist users across both onsite and remote environments.Duties include:acting as a key member of the VCAT IT Helpdesk by logging, triaging, and managing IT incidents and service requests, assigning tasks to appropriate support teams or governance forums and providing clear, timely communication and updates to VCAT staffdelivering comprehensive day-to-day technical support across PC environmentssupporting end-to-end hearing operations by configuring in-room AV systems, enabling remote participant connectivityproviding technical support across metropolitan, regional, and multi-jurisdictional locationsdelivering user-focused support by providing technical guidance, training and advice to staff, members, and stakeholders on IT systemscontributing to continuous improvement of IT services at the Tribunal

About YouThe ideal candidate will have demonstrated knowledge and experience supporting a range of software platforms and proven experience supporting video conferencing technologies. You will have strong and proactive problem-solving capabilities, with a customer service-focused approach and strong stakeholder engagement skills.You will be able to demonstrate:experience with Microsoft Suite, ServiceNow, Active Directory, Microsoft Teams Calling, Zoom, FTR and AV systemsstrong problem-solving abilities and stakeholder engagement skillsexcellent communication and time managementability to thrive in a fast-paced, team-oriented environmentexperience with SharePoint and Dynamics will be highly regarded

QualificationsITIL Foundation is highly desirableRelevant experience and/or qualifications in the field of IT Services is desirable
BenefitsA strong sense of belonging to a collaborative team with strong support among colleagues.Access to purchase a ''fitness passport'' supporting your health and wellbeing with access to gyms and pools at a discounted rateA sense of purpose helping those within the community access fair and efficient justiceCareer development opportunities
How to applyClick the link to be re-directed and select the 'apply' button, ensuring you include the following in your application:resumea short cover letter
Other informationCSV 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 don't hesitate to 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 but not limited to, 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.