The Service Desk Analyst is the first point of contact for ICT issue resolution and customer assistance. They provide important first level support (predominantly by phone, chat and self-serve request fulfilment) to ensure that customers can access and use their ICT systems.

The salary range for this opportunity is $76,817 - $85,048 plus superannuation.

Why work for Cenitex

Cenitex supports a modern, agile and productive public sector, and is driven by the Government’s commitment to a digital Victoria and better outcomes for the community. Cenitex’s purpose is to be the Victorian Government’s trusted IT Partner. We know uniting the best technology and the brightest individuals is the key to our success and we know it is our people who bring our values to life and contribute to the success of our customers, organisation and their colleagues.

Our People promise is that we treat our employees as people, not workers. We provide an exceptional life experience, and we focus on the feelings, not just the features that match employee needs. We do this by providing deeper connections, having a shared purpose, an inclusive environment, providing interesting work and allowing flexibility.

Culture And Benefits

Cenitex provides employees with essential support through all that life presents and want our employees to bring their whole selves to work. We encourage and support professional development and offer a flexible working environment with a focus on employee work-life balance. Here’s a taste of what’s on offer:

Flexibility - spans where, when and how we work best
Hybrid working - offers employees to work remotely 3 days a week, however it all starts with a conversation and from a place of flexibility
Employee discounts - up to 10% across 500 retailers
Automatic salary increases
Centrally located - state-of-the-art offices and end of trip facilities in the heart of CBD
Inclusive parental and carers leave entitlements.

We are proudly a WORK180 Endorsed Employer for all women and strongly encourage women to apply to the role.

About The Role

This is a full time, ongoing, hybrid, Melbourne CBD based role, working in a team dedicated to supporting the Department of Transport and Planning.

Service Desk Analysts Are The First Point Of Contact For ICT Issue Resolution And Customer Assistance. They Provide Important First Level Support (predominantly By Phone, Chat And Self-serve Request Fulfilment) To Ensure That Customers Can Access And Use Their ICT Systems. Cenitex Operates Within An ITIL Aligned Environment, Providing Technology And Other Information Sources To Enable Our Service Desk Analysts To

log incidents and requests
fix issues and complete first level trouble shooting
escalate problems to level two and beyond if required
track and follow-up with customers

Communicating information to customers in a timely, clear and concise manner is critical. Customer service, empathy, and a genuine passion for applying your ICT knowledge to support customers is necessary as you will partner with them to resolve technical issues. This requires problem-solving skills, professionalism, and the ability to communicate with others to achieve a positive outcome.

There are a wide variety of technologies that you may support, including Office365, Citrix Remote Access, mobile devices, and printers.

The teams at Cenitex are experts in their areas of specialisation and will ensure that you have the knowledge required across the technologies that you will support. Occasionally, there may be the need to provide on-call after-hours support based on a rotating roster, as well as participating in evening shift work.

About You

Must have excellent customer service skills and experience.
Ability to manage time and prioritise tasks in a high-pressure environment
Punctual, reliable and proactive nature
Work in a diverse and inclusive team environment
Previous experience working in an ICT Service Desk is desirable

If you don't match the experience above 100%, that’s ok! Please still put your application through. If this is not the role for you, please create a profile to join our talent community using https://www.livehire.com/careers/cenitex/jobs

For more information about the role and the numerous employee benefits, check out the Position Description and Life at Cenitex document by clicking the “Apply Now” button.

Watch some great videos of our staff on our careers page www.cenitex.vic.gov.au/careers to get a better idea of what it could be like to be a part of the Cenitex team.

Our Commitment to Diversity

Cenitex is proud of its diverse group of employees with a unique mix of skills and talent. We believe diversity and inclusion enhances our workforce capability and culture in delivering outstanding technology services and solutions for our customers. We embrace differences in gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation.

Cenitex is an equal opportunity employer. We highly encourage applicants from diverse backgrounds, abilities, Aboriginal and Torres Strait Islander people to apply.

To apply

Cenitex is a fast-moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applicants. As a result, you should submit your application as soon as possible.

To apply, simply complete an application through our LiveHire system.

Note: applicants are not required to provide a separate document addressing the Key Selection Criteria. You may also be required to complete a video introduction as part of the recruitment process.

We’re committed to being inclusive when we hire people and understand that adjustments are sometimes needed. If you require adjustments to complete your application, assessment task or interview it is important you let us know so we can support you. You will not be disadvantaged if you request adjustments. We want all applicants to perform at their best and compete with other applicants equally.

For any further questions or support contact Cenitex.recruitment@cenitex.vic.gov.au.

Cenitex

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Service Desk Analyst