IT Customer Support Officer

Who is VAGO?

The Victorian Auditor-General's Office, or VAGO, a passionate team of 225 people led by Auditor-General Andrew Greaves.    
 

Our role is to evaluate how well the public sector is using resources to provide services to the people of Victoria. We do this by engaging with and examining government agencies, and we report to Parliament and the public on what we find.    
 

We also aim to empower the public sector to do things better, and provide detailed recommendations where we see issues or opportunities to improve. At VAGO we see the bigger picture, ask the tough questions and work to create a meaningful impact. 

Why we audit

State and local government bodies spend over $90 billion of public money each year to deliver a range of services for all Victorians. We help maintain public trust in the government by enhancing the transparency of, and accountability for, public sector agencies’ financial and operational performance.   

What's the role?

As an IT Customer Support Officer, you will provide frontline ICT support to VAGO staff, enabling them to work efficiently and securely across both office-based and remote environments. 

You will play an important role in maintaining operational reliability and business continuity by managing incidents and service requests through a unified service desk model. The role also supports onboarding and offboarding processes, coordinates IT equipment provisioning and returns, and contributes to maintaining strong operational security practices, including vulnerability-related activities. 

In addition, you will support Facilities-related requests by triaging issues and coordinating with building management and service providers, ensuring all actions and outcomes are accurately recorded and auditable. 

This position offers the opportunity to build your skills across modern workplace support, service management, and operational security within a collaborative environment.

What you'll be doing

• Provide Level 1–2 ICT support, troubleshooting issues and managing incidents and service requests through the service desk (Zendesk)  
• Support onboarding and offboarding, including user setup, access removal and coordination of IT equipment returns  
• Coordinate IT equipment provisioning and maintain accurate asset and inventory records  
• Act as a first point of contact for Facilities requests, triaging and coordinating with building management and service providers  
• Support operational security by assisting with vulnerability management activities and maintaining appropriate records 

Who we're looking for

• Experience providing Level 1–2 ICT customer support (triage, troubleshooting, escalation and customer communication) in an enterprise environment.   
• Experience using an IT service desk tools to manage requests end‑to‑end and maintain accurate records (Zendesk or equivalent). 
• Experience coordinating Facilities requests through a service desk model (logging, follow‑up and provider liaison).   

Desired but not essential   

• Diploma or Degree in IT, Computer Science or a related field 
• ITIL Foundation and/or Microsoft certifications relevant to modern workplace support  

Don’t tick all the boxes? You don't need to tick all the boxes to be amazing.  We’d still love to hear from you.  

What VAGO can offer you

We are a diverse bunch at VAGO so you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. We are committed to building a workplace that welcomes applicants of all ages, genders, sexual orientations, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians.     

Within our collaborative and team-oriented environment, you will have the opportunity to take on a leadership role, providing guidance and creating growth opportunities for our junior staff.    

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.   

If you would like to learn more about this role or life at VAGO, we encourage you to contact our Talent Acquisition team, via recruitment@audit.vic.gov.au.  

Next Steps

Sound like you or someone you know? Don’t hesitate....‘Apply Now’.    

Applications close at 11:59pm on 10 May 2026.   

For more information, you'll find the position description here:  IT Customer Support Officer