Service Desk Officer

• Work as part of a specialist team supporting TZV’s critical operations
• Impactful and dynamic Service Desk Officer position
• Permanent, full-time role, based in Burwood East

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.  

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria are deeply committed to the community they serve and are among the most dedicated and highly skilled in their field.

About the Role

The Service Desk Officer is a key and active participant of the Emergency Communications Information Systems (ECIS) team.

We are looking for a customer service orientated Service Desk Officer to provide technical support to users in an efficient and accurate manner. You will be considered the ECIS front liner and will solve basic technical problems and provide support for all assigned areas.

The goal of the function is to make sure that the customer service is maintained to a high standard whilst you diagnose and troubleshoot incidents and fulfil requests in an efficient and effective manner to meet the IT Service Level Agreement.

Elements of Incident and Change management processes will be part of your responsibilities as well.

Reporting to the Service Desk Lead, specific accountabilities will include hands-on support for IT related hardware, software and peripherals. You will diagnose IT related hardware issues which may include (but not limited to) laptop, desktop and apple mobiles and tablets. Other duties include on boarding and off boarding of employees, imaging desktop/laptops and supporting meeting room audio-visual equipment.

Due to 24/7 nature of TZV services, Service Desk operates on a shift-based model and provide 24/7 IT support to the users. You are required to participate in an on-call Major Incident roster and may be required to work reasonable overtime or scheduled after-hours shifts.

As part of the ECIS team you may be required to travel or transfer between your primary work location and other TZV sites to effectively carry out your duties.

Day to day responsibilities include:

• Responding to customer inquiries promptly, courteously and efficiently
• End-user equipment set up, support, maintenance and SOE deployment
• Monitoring the health of the ICT environment and providing level 2 ICT support (based on automated monitoring solutions, standardisation, scripting and automation routines and procedures)
• Initial triaging of logged incidents and monitoring alerts
• Providing 24/7 incident management services and ICT incident resolution (level 2)
• Performing the role of Incident Manager, initiating/coordinating Major Incident activities, facilitating the effective restoration of impacted services, liaising with technical SMEs, vendors, and other stakeholders, and providing relevant communications to TZV Operations team and senior leadership

About You

The successful candidate will have the following experience, skills and attributes:

• ITIL Certificate
• Demonstrable skills and experience in customer service environment
• Demonstrable skills and experience in providing 60% first call resolution on initial contact
• Proven ability to show initiative in work activities complete tasks in a meticulous manner
• Excellent communication and problem-solving skills
• Strong interpersonal skills and the ability work with a wide range of stakeholders
• Understanding of Microsoft Active Directory and Office 365

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the Triple Zero Victoria Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

For a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 18 January 2026.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au.