Service Desk Officer

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Troubleshoot technical problems, install and configure software, and maintain ICT equipment.

Classifications

• IT & Telecomms
• Help Desk / Support
• Permanent / Full Time

Key points

• Not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
• Join us at an exciting time of growth and innovation
• Mentoring opportunities to grow your knowledge in System Administration

Description

The Royal Flying Doctor Service (Queensland Section)(RFDS) is currently seeking a Service Desk Officer to provide high-quality customer service and technical support to the wider RFDS team. As part of this role, you will be responsible for managing ICT issues such as new asset issuance, troubleshooting, incident management, and fulfilling requests. You will be providing support to our staff in person, over the phone, and through our ticket system - Jira.
Our team is committed to providing our staff with access to the latest systems and technologies to ensure efficient and effective delivery of operational services anytime, anywhere.

The Service Desk Officeris aPermanent, Full-time position based inDubbo.

The RFDS (Queensland Section) and RFDS (South Eastern Section) collaborate to offer shared D&T support and maintenance services. A unified team from both sections works together in a Shared Service to provide top-notch services to both organisations by utilising our combined expertise.

Key accountabilities include
As a Service Desk Officer at RFDS, you will:

• Provide first and second-level support to users, develop knowledge articles, automate processes, and provide staff education/ training
• Ensure the ICT environment is compliant with best practices and ITIL service management standards
• Support and maintain ICT assets and services ensuring the end user's needs are met
• Identify, co-ordinate and deliver ICT improvement initiatives (as required) to ensure the efficient implementation of new services
• Provide 'on call' 24-hour support for one week every 6 weeks (additional allowances are applicable)
• Support the Dubbo base and office and the Queensland network
• On occasion travel within QLD and NSW

Service Desk Officer

Troubleshoot technical problems, install and configure software, and maintain ICT equipment.

Classifications

• IT & Telecomms
• Help Desk / Support
• Permanent / Full Time

Key points

• Not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
• Join us at an exciting time of growth and innovation
• Mentoring opportunities to grow your knowledge in System Administration

Description

The Royal Flying Doctor Service (Queensland Section)(RFDS) is currently seeking a Service Desk Officer to provide high-quality customer service and technical support to the wider RFDS team. As part of this role, you will be responsible for managing ICT issues such as new asset issuance, troubleshooting, incident management, and fulfilling requests. You will be providing support to our staff in person, over the phone, and through our ticket system - Jira.
Our team is committed to providing our staff with access to the latest systems and technologies to ensure efficient and effective delivery of operational services anytime, anywhere.

The Service Desk Officeris aPermanent, Full-time position based inDubbo.

The RFDS (Queensland Section) and RFDS (South Eastern Section) collaborate to offer shared D&T support and maintenance services. A unified team from both sections works together in a Shared Service to provide top-notch services to both organisations by utilising our combined expertise.

Key accountabilities include
As a Service Desk Officer at RFDS, you will:

• Provide first and second-level support to users, develop knowledge articles, automate processes, and provide staff education/ training
• Ensure the ICT environment is compliant with best practices and ITIL service management standards
• Support and maintain ICT assets and services ensuring the end user's needs are met
• Identify, co-ordinate and deliver ICT improvement initiatives (as required) to ensure the efficient implementation of new services
• Provide 'on call' 24-hour support for one week every 6 weeks (additional allowances are applicable)
• Support the Dubbo base and office and the Queensland network
• On occasion travel within QLD and NSW

Who are we looking for?
We're looking for a Service Desk Officer who is a positive team player, highly analytical and willing to go above and beyond in delivering solutions for our end users. An open-minded problem solver who is excited to contribute each day and willing to pitch in, knowing that their efforts play a vital role in helping save lives.
You will demonstrate:

• Formal qualification in Information Technology or similar field, or equivalent experience
• 1-3 years experience in ICT Support, Helpdesk or Service Desk, and Customer Service
• Demonstrated experience in troubleshooting and fault/problem resolution
• Confident communication skills (both verbal and written) with a customer-focused approach to providing support at all levels
• Understanding of ITIL Framework and IT Service Management
• Working knowledge of ICT Procurement and Asset Management practices Experience with Office 365, ServiceNow and SharePoint
• Knowledge / experience within Health or Aviation industry advantageous, but not essential

Why Join the RFDS (Queensland Section)
At RFDS (Queensland Section), we are deeply committed to positively impacting those who reside, work, and commute in remote, rural, and regional areas of Queensland. As an RFDS team member, you will take pride in knowing that your hard work is instrumental in supporting our operational, corporate and support services teams. By joining the RFDS, you will:

• Attractive remuneration package up to$80K + Superdepending on experience
• Have access to generousnot-for-profit tax-free benefits up to $18,550, increasing your take-home pay
• Free parking at the Airport
• Work with a collaborative and supportive team who are passionate about our purpose and proud of their contribution
• Access our Employee Assistance Program including counselling, nutrition sessions, financial sessions, and legal advice
• Receive private health insurance discounts
• Novated leasing options available
• Access a full allocation of a newly launched uniform range at no cost
• Access discounted gym and health centre membership (for employees and family members)
• The opportunity to be a part of the iconic Royal Flying Doctor Service team

AboutRFDS (Queensland Section)
The Royal Flying Doctor Service is one of the world's largest and most comprehensive aeromedical organisations. The RFDS in Queensland provides excellence in and access to primary health care and aeromedical services across the state. Our emergency retrieval service operates 24 hours a day, seven days a week, delivering the finest care to more than 330,000 Australians annually, that's one person every two minutes In addition to aeromedical retrievals of the critically ill or injured, the RFDS also delivers a broad range of essential primary and preventative healthcare services, including telehealth, mental health, oral health and health promotion.
Interested?

This role will close by the5th of September 2025however; shortlisting will commence before the end date so don't delay in applying For further information regarding this role please contact Recruitment on or

Royal Flying Doctor Service acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. The RFDS is committed to eliminating all forms of discrimination in the provision of healthcare. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation or gender identity.
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