Take the next step in your career with this exciting opportunity within eHealth. The Senior Service Desk Officer acts as the first point of escalation support that provides high-quality customer service for 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
  • Training development & delivery.
  • Customer feedback and call routing/escalation.
  • Data
• Provide an efficient, consistent quality service by maintaining accurate logs of incoming requests, prioritising and redirecting these requests, ensuring follow up action and completion in alignment with CISSU business processes.
• Provide escalation support for the Service Desk team and liaise with the Service Desk Team Leader for the management of incidents and provide ongoing feedback to customers and Service Desk staff within a best practice IM/ICT design and delivery framework using ITIL compliant systems.
• Build and maintain effective relationships with team members to ensure that service requirements are understood and delivered by regular coaching, development and feedback.
• Coordinate and manage the day to day activities of the Service Desk to ensure established Service Level Agreements are met by performance monitoring and task assignment.

About you  

We are searching for someone who has:

• Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool and ITIL Service Management processes, primarily incident / problem management (SFIA: USUP Level 2, PBMG Level 4).
• Experience in managing processes and procedures of best practice service desk functions, while delivering high quality customer service and 1st line support in a diverse ICT environment. (SFIA: USUP Level 2)
• Proven ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment (SFIA: USUP Level 5).
• Well-developed interpersonal, written and oral communication skills including the ability to negotiate, advise, influence others and work collaboratively with people to make decisions (NHS: Effective and strategic influencing).
• Proven ability to work as a team member including the ability to coach and mentor a team with demonstrated experience in providing regular performance and developmental feedback (NHS: Leading change through people).

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.  

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.

• DoH Applicant Pack (PDF)
  
  Senior Service Desk Officer RD EHQ693125 (PDF)