Service Desk Officer

About the role

The position of the ICT Service Desk Officer will be the first point of contact for any enquires for both internal and external users. It is expected that this role will deal with all Calvary streams Public and Private Hospitals Aged Care and Community Services and ensure systems supported by National ICT suit the needs of each service. Each Business Stream and Site will vary on the services they provide e.g. Maternity Mental Health Rehab ICU etc. therefore the understanding of Health Care Business Processes needs to be broad.

Key Responsibilities

• Provide first line support for any information technology issues and problems
• Provide assistance by phone face to face and using a ticket management system.
• Triage initial call and allocate to appropriate technical or application specialist
• Create internal and external user documentation and assist end users with issue resolutions
• Set-up active directory user accounts exchange mailboxes and distribution group emails
• Apply appropriate security rights for application and reports
• Participate in Calvary Change Control process and ensure all changes carried out in regard to National Systems have both Technical and End User documentation
• Assist with the testing process for Calvary applications

What You Bring

• Relevant tertiary qualifications in Information Technology or a related discipline
• 35 years experience working in an ICT Service Desk or similar support role with strong application troubleshooting and problem-solving skills
• Demonstrated ability to work effectively in a fast-paced environment managing priorities and escalating issues when required
• Excellent organisational and time management skills with strong attention to detail
• High proficiency across the Microsoft Office 365 suite Exchange Online and general administrative tasks
• Experience using ticket management systems such as Jira Service Management or ServiceNow
• Experience with Active Directory administration and Windows operating systems
• Sound understanding of ITIL principles and service management best practices
• Strong customer service focus with excellent communication and interpersonal skills

Desirable

• Previous ICT experience within the private or public healthcare sector
• Familiarity with clinical or hospital-related systems and technologies
• Experience with Citrix environments