Take the next step in your career with this exciting opportunity within eHealth. The Service Desk Officer acts as the first point of contact that provides high quality customer service for HSQ Laboratory and Clinical Systems whilst ensuring alignment with contemporary Information Management (IM)/Information Communication Technology (ICT) frameworks.

Job details

What you'll do  

• The provision of high quality first tier support to users of Laboratory and Clinical Information systems via telephone, email and fax communication channels, including:
  • First level incident and request resolution
  • Basic training
  • Customer feedback and call routing/escalation
  • Data entry
• Build and maintain relationships with team members across CISSU (Clinical Information System Support Unit) and its customers.
• Log all incidents/requests within a best practice IM/ICT design and delivery framework using ITIL compliant systems.
• Liaise with and provide an escalation route and ongoing feedback to customers on the resolution of incidents and requests.
• Monitor own day to day activities of the Service Desk to ensure established Service Level Agreements are met.

About you  

We are searching for someone who has:

• Demonstrate the ability to quickly learn an IT Service Management tool and understand ITIL Service Management processes
• Experience to deliver high quality customer service and provide front line support (SFIA: USUP Level 1)
• Sound level of written, oral and interpersonal communication skills
• Proven ability to work in a team environment, developing effective working relationships with team members and stakeholders (NHS: Collaborative working)
• Demonstrate the ability to identify operational problems and contribute to their resolution (SFIA: ITOP Level 2)
• Experience within an ICT first contact / call centre support role would be highly regarded.

Why work with us?  

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

Competitive salaries 

• 12.75% superannuation  
• 17.5% leave loading 

Employee wellbeing & development 

• 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. 
• 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.  

Please provide the following information to the panel to assess your suitability:

• Your current CV or resume
• A short statement (maximum 2 pages) responding to the below questions, please detail how your experience, abilities, knowledge, and personal qualities are relevant for the role, taking into account the key responsibilities and attributes noted in the ‘How you will be assessed?' section.
• Question 1: What personal qualities or behaviours are essential when working in a Service Desk environment?
• Question 2: Why is Customer Service important in a Service Desk team?

Further information

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

Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis such as temporary, full time or part time.

Documents

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

• Service Desk Officer RD (PDF)
  
  DoH Applicant Pack (PDF)