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Overview Work Type: Fixed-term - Full-time or part-time Salary: Salary not specified Grade: Grade in advertisement Occupation: Customer service Location: Grampians - Ballarat Reference: AV/1922886 At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. This is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you will join a team dedicated to bringing our vision to be a world leading ambulance service to life. We are seeking Service Desk Officers to take responsibility for quality support processes including excellence in customer service (verbal & written), well thought out technical resolutions and always maintaining professional conduct. Service Desk Officers provide effective first level support to the users of AV''s Information and Communications Technologies (ICT), including logging all incidents/requests, incident resolution, provisioning of equipment and services and escalating high priority incidents to IT support staff and management. We are seeking to fill two fixedterm positions: 1 x until 31 December 2026 1 x until 15 January 2027 Applications are welcomed from candidates seeking either fulltime or parttime employment. Fulltime employees are required to participate in the rotational 7x 365 roster. Fulltime employees will be rostered across a 24hour period, while parttime employees will work during fixed business hours only. While WFH/Hybrid options are available, it is essential that the successful applicant completes their initial training period and then maintains a presence at Ballarat Business Centre in line with our hybrid working model. About the role Reporting to the Manager Service Desk, the main duties of the role include (but are not limited to): Field and respond to the demand of the service desk in a timely, courteous manner Resolve technical incidents and ICT administration and equipment service requests in an efficient and effective manner Ensure all information reported by a user to the Service Desk is documented and recorded accurately Record, track, and document the service desk request problem-solving process Test fixes and perform post-resolution follow-ups to help requests Adhere to AV ICT security policies and procedures Identify and learn appropriate software and hardware About you The successful applicant will have experience delivering Level 1 support within an IT service desk environment. They will demonstrate a solid understanding of Microsoft Windows 10 operating system and the Microsoft Office 365 suite. The role requires a high level of attention to detail, strong troubleshooting skills, and the ability to deliver high-quality customer service via phone and email. A sound working knowledge of desktop computing concepts and effective support strategies is also essential. Please see the position description for a full list of position requirements and key selection criteria. Working at Ambulance Victoria As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking. We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people''s skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you are ready to be an integral part in bringing our values of Care, Accountability, Respect andExcellenceto life at AV, we want to hear from you! Important information By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV''s Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role. Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks. This position is classified AV2under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021. The position description can be found on the AV Careers website How to apply Your application is an integral part of the selection process and should include Cover letter indicating your preference of full or part time work Current resume When submitting your application you will be required to respond to the following: Please tell us about your experience delivering level 1 support in a corporate or government service desk environment. Describe your knowledge desktop computing concepts and support strategies. Please note: Answers are limited to 500words each and a separate document responding to the key selection criteria is not required. Applications must be submitted by 11.59pm (AEST) on Sunday 10 May 2026.Applications must be submitted via the AV Careers Centre website to be considered. Emailed applications will not be accepted. For further information, please refer to Applying for a position with Ambulance Victoria. For any further queries please contact recruitment via or 03 9840 3653. At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at and a member of our Recruitment & Selection team will be in touch. Applications close Sunday 10 May Posted 4 May 2026