The Customer Service Officer role plays a pivotal support function providing a single point of contact for first level Information Communications and Technology (ICT) services for all Queensland Health departments and Health Services. Working in a fast paced, dynamic environment, across a 24/7 shift work roster you will be supporting clinicians and staff around the state with first level IT support inquiries, logging requests and incidents for each customer. Your proactive, professional, and regular interactions with the Queensland Health customer base, providing timely, accurate and high-quality information will support clinical and customer service delivery outcomes.

Job details

Key Responsibilities

• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe services and workplaces.
• The provision of high quality customer service to all Queensland Health employees by providing first tier support via telephone, live chat and online portal communication channels.
• Build and maintain relationships with team members across eHealth Queensland and its customers.
• Log all incidents/requests in an Information Technology Infrastructure Library (ITIL) compliant tracking system.

How you will be assessed

• Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool, including ServiceNow and ITIL Service Management processes, primarily request and incident management.
• Experience in the use of Microsoft Office suite of applications (Outlook, Word, Excel, Onedrive, Teams etc.) and the ability to provide customer support for contemporary Windows operating systems.
• Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes

Competitive salaries

• 12.75% superannuation
• 17.5% leave loading

Employee wellbeing

• 38 hour full time work week
• Access to 24/7 confidential employee support providers and counsellors including for immediate family members
• Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.

Professional development

• Career progression with more than 300 diverse career pathways and career support to take you further!
• Access to a variety of programs and initiatives to support training and career growth.
• Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion 

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds. Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions. 

Ready to apply?

For further information on how to apply please review the attached Role Description.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Customer Service Officer RD (PDF, 252KB)
  Role Description
  
  Applicant Pack (PDF, 911KB)
  Application Kit