Service Desk Officer

7 days ago

Brisbane, Australia Queensland Health Full time

**The role**:In addition to this you will be responsible for**:

- 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.

Are you right for this role?
- 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.

**Specific Working Conditions**:

- The incumbent of this position may be required to participate in on-call roster arrangements.

**About eHealth Queensland**: eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.
**Benefits of working with eHealth Queensland**: By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development

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