Location: Melbourne - CBD and Inner Metro suburbs

Reference: 12071

About Us

We create thriving places andconnectedcommunities. We plan,buildandmaintainVictoria’s transport,planningand land services. We are committed to a safe,inclusiveand high-performing workplace.

We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.

About the role

The End User Technical Support Consultant reports to the End User Support (EUS) Technical Support Team Leader within Enterprise Technology, plays a critical role in delivering both first and second level support, specialising in onsite support for all DTP-issued laptops, desktops, printers, and mobility solutions within the corporate standard operating environments (SOE). This position serves as a primary escalation point for complex hardware/software incidents that cannot be resolved at the initial support level, ensuring productive diagnosis and resolution of technical issues. Additionally, the consultant manages the fulfillment of new hardware and software requests, maintaining seamless end-user operations and supporting organisational productivity.

You’resomeone who:

- Uses professional judgment to deliver high-quality first and second level ICT support for DTP-issued devices, ensuring users can access applications and services efficiently through appropriate hardware and software.
- Provides excellent customer service by resolving issues effectively using end-to-end incident and problem management, enabling staff to work smoothly with their ICT devices.
- Identifies and analyse recurring technical problems,



developing innovative solutions to prevent future incidents and improve IT infrastructure services.- Offer clear advice to stakeholders to help them choose the right ICT devices and systems that meet their business needs and goals.
- Supports and trains team members, maintaining accurate documentation of work instructions to ensure quick and effective incident resolution across the team.
- SFIA (Global Competency Framework)
- Incident Management (SFIA Level 3) -Prioritises and diagnoses incidents using established procedures and tools, ensuring timely resolution. Escalates complex issues appropriately and maintains clear communication throughout the process. Contributes to identifying recurring problems to support ongoing service improvements.
- Customer Service Support (SFIA Level 3) - Serves as a routine contact for customers, handling a variety of inquiries and service requests efficiently. Provides clear guidance and escalates issues when needed to ensure customer satisfaction. Builds positive relationships by delivering consistent and professional support

Qualifications and experience

You’llbring:

- ITIL v3/ v4 Foundation Certified. (mandatory)
- Solid understanding of Information Technology Infrastructure Library (ITIL). (mandatory)
- Knowledge of operating systems,



and application security best practices (mandatory)- Related IT hardware and software training or equivalent work experience (mandatory)
- Tertiary degree or diploma in a relevant field. (desirable)

Pre-employment checks and employment conditions

Relevant pre-employment screening and reference checks will berequired.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.

Applications close at 11.59pm on Tuesday, 8 September2026.

Please include both your resume and a cover letteraddressing how your experience addresses each of the key selection criteria for the role. All applications must besubmittedvia the online portal,we’reunable to accept email or manual submissions.

For further information about the role, please contact Quentin Apelu, Manager ICT Workplace Services via [email protected].

Redeployees

If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy.

If you require any adjustments to fullyparticipatein the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us.We'rehere to support you.

Applications close Tuesday 8 September 2026 at 11.59pm

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📌 End User Technical Support Consultant (Melbourne)
🏢 State Government Of Victoria, Australia
📍 Melbourne