IT Service Desk Operator

Ballarat Central, VIC, AU, 3350 Stawell, VIC, AU, 3380 Edenhope, VIC, AU, 3318 Dimboola, VIC, AU, 3414 Horsham, VIC, AU, 3400

**Multiple Opportunities - Fixed Term and Casual**
**Up to 80 hours per fortnight | HS1 - HS2 ($29.58 to $33.79)**

**Ballarat, Horsham or Stawell Campuses**

**About the Role**

This is your chance to stand out as we seek passionate individuals dedicated to service and innovation. As the first point of contact for our staff, you’ll play a key role in our dynamic IT team during an exciting growth phase. You’ll be at the forefront of delivering exceptional customer service and support, ensuring the smooth operation of our software, hardware, and network infrastructure across Grampians Health Service.

In this role, you’ll use your troubleshooting skills to efficiently analyze, triage, and manage IT requests through various channels—whether via phone, our ticketing system, or in person. Your attention to detail will ensure accurate documentation in our ITSM tool, enabling effective data reporting and enhancing our commitment to excellence.

You’ll work across multiple shifts between 7:00 AM and 10:00 PM, Monday to Friday, allowing you to showcase your problem-solving abilities and customer service skills throughout the day. Your support for our staff and your contribution to improving IT services will be crucial as we continue to strive for excellence.

**Key Responsibilities**
- Triage and categorize incoming tickets by urgency, resolving Level 1 issues such as password resets and basic troubleshooting.
- Perform troubleshooting for hardware and software issues, escalating complex problems to Level 2 support with comprehensive information.
- Maintain thorough records of support requests and resolutions in the ITSM tool, contributing to knowledge base updates.
- Assist with the deployment and configuration of IT equipment and track inventory, including licenses and hardware.
- Provide excellent customer service by actively listening to users and following up to ensure satisfaction.
- Engage in team meetings to suggest process improvements and stay updated on new technologies and best practices.

**Qualifications, Skills & Experience**
- Basic understanding of networking, cloud tech, and IT security practices
- Previous experience in ICT Service Desk or similar role
- Formal ICT qualifications or commitment to obtaining them
- Strong problem-solving and analytical skills for troubleshooting
- Effective verbal and written communication with users, plus organizational and multitasking abilities

**Interested?**

if you wish to discuss the role prior to applying, contact Jackie Martin, IT Service Desk Manager - Information Technology on 0419 387 791 or Peter Brennan, Director of Digital Health Services & Operations 0407 556 973 for a confidential discussion.
- If you are currently employed at Grampians Health, please ensure you sign in through the 'Employee Login' via the external Careers Page or access the Careers Page via the Intranet before applying_

**About Grampians Health**
Grampians Health provides healthcare to a large region at our campuses based in Ballarat, Dimboola, Edenhope, Horsham and Stawell. Our mission is to deliver sustainable healthcare tailored to evolving community and workforce needs. We strive to enhance services and careers, providing quality healthcare to rural and regional communities. Joining Grampians Health means being part of a diverse team, with a variety of career opportunities in acute, maternity, mental health, allied health, aged care and support services.

**Culture & Benefits**
- Flexible work arrangements and purchase leave opportunities
- Salary packaging for living expenses such as rent/mortgage plus meals, entertainment & holidays
- Staff rewards and recognition programs

**Ballarat Region**
Ballarat is the largest centre in Western Victoria and the state’s fastest growing inland city. Dubbed Australia’s most liveable city in 2020, Ballarat is home to first class education, fine dining and boutique shopping. Uniquely located within easy access to Melbourne, Geelong, Bendigo and the Western district, Ballarat is blessed with some of Australia’s most significant heritage buildings and natural landscapes. To learn more about Ballarat click here - Visit Ballarat

**Horsham Region**
Located on the banks of the Wimmera River, Horsham is the retail, business & service centre of the Wimmera region. With a growing population of approximately 20,000, Horsham is a vibrant city in which to live, work and play. Horsham offers affordable housing, education and accessible community services.

With natural attractions such as the Grampians National Park, Mount Arapiles and the Little Desert National Park nearby, there is plenty to see and explore.

If you are dreaming of a career change with country lifestyle, Horsham is the place for you. To learn more about Horsham please click - Visit Horsham

**Stawell Region**
Stawell is a small town, with a big heart. Life