Title:  End User Technical Support Consultant

About Us

The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.

Enterprise Technology provides IT services and technology delivering corporate and enterprise-wide capabilities. It performs a central role providing core IT systems, Cyber and IT Security leadership and documenting strategic directions for all of DTP's Information technology and data. 

Investment and Technology is a Group within the department and is responsible for providing investment strategy and manages investment lifecycle and delivers funding to support DTP delivering transport services; drives commercial advice and negotiates commercial transactions to facilitate reform; and enables core delivery through Finance, Procurement and Enterprise Technology.

We’re focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.

About the Role

The role is fixed term fulltime for 6 months.  The End User Technical Support Consultant provides second level remote desktop, printing and mobility support, aiming to diagnose and resolve includes relating to the corporate standard operating environments (SOE). The role is a direct escalation point for complex SOE incidents and manages the fulfilment of new hardware and software requests.
To access the Position Description, please click here.

Position Outcomes / Accountabilities 

• Exercise professional independent judgement to deliver high quality second level Information Communication and

Technology (ICT) services to support user’s devices in alignment with the Information Technology Infrastructure Library framework to ensure that DTP business users are able to access relevant applications, information and ICT services when and where required through fit for purpose devices.

• Contribute to the development of and changes to systems, procedures and policies to assist users of supported ICT devices and developing changes to existing work practices that result in process and business improvements for the ICT Workplace Services team.

• Provide high level customer service through effective issue resolution using end-to-end incident and problem management processes to maximise the ability of staff to use supported ICT devices.

• Develop innovative responses to complex problems including the identification and root cause analysis of recurring incidents and eliminate them by engaging in the development of IT infrastructure service improvements.

Key Selection Criteria 

• Demonstrated ability to diagnose and resolve complex issues with DTP agreed products and services.

• Demonstrated ability to think laterally and show creativity and initiative in the evaluation, analysis and resolution of problems and improving the delivery of service.

• Identify and manage issues resolution through the implementation of solutions and provides sound advice and tailor communications to meet customers’ needs.

• Demonstrated experience in the delivery of level 2 and 3 desktop support within an ITIL environment. Experience in SCCM, network and telephony also required.

Qualifications and Experience

What we offer
•    Meaningful work making Victorian communities more accessible and liveable 
•    Professional growth and development opportunities across the department and the wider Victorian Public Services
•    A hybrid working model focused on collaboration and teamwork
•    Optimal work-life balance initiatives including flexible working arrangements
•    Opportunity to work across multiple urban and suburban hubs
•    We prioritise the development of a safe and inclusive culture

Culture Value
We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

How to Apply

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Applications close 9 pm on  Friday, 23 May 2025 

Please include a resume and cover letter. All applications must be submitted through the online portal. We’re unable to consider email or manual applications at this time.

For further information about the role please contact Shubhir Sharma, End User Services Coordinator via email Shubhir.Sharma@roads.vic.gov.au

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 Transport and Planning will be treated in the strictest confidence.

Please let us know by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.