IT Help Desk Officer

Location: Melbourne

Job type: Full time

Organisation: Forensicare

**Salary**: Salary not specified

Occupation: IT and Telecommunications

Reference: 15841
- Full-time Administration Grade 3
- Based at the Thomas Embling Hospital in Fairfield
- A culture where people care

**Job location**

Forensicare is the statutory agency responsible for the provision of adult forensic mental health services across Victoria.

We address the needs of people experiencing mental health issues, the mental health sector, the justice sector and the general community. These services are delivered through inpatient services at Thomas Embling Hospital, community services through the Community Forensic Mental Health Service and prison-based services at several locations. This position will be based at the Thomas Embling Hospital and will be required to work across all Forensicare sites.

**About the Role**:
Forensicare is going through an exciting growth journey, with an energetic passion for service excellence and business improvement. The IT Service Desk Analyst is responsible for efficient and effective resolution of Level 1 and Level 2 IT service desk incidents and to work as part of the service desk team. The IT Service Desk Analyst will be the first point of contact for Forensicare staff who are experiencing IT technical issues

**Duties**:

- Actively respond to telephone calls, Service Desk incidents and client service requests in an efficient and professional manner at all times.
- Accurately log, action and escalate incidents to resolve technical problems.
- Accurately document all solutions to technical issues and processes.
- Management of personal workload to ensure Level 1 Service Levels are achieved and maintained.
- Proactively work with the Service Desk Lead to triage and manage priority/business critical incidents logged with the Service Desk.

**About You**:

- Desktop hardware support skills
- Demonstrated practical experience in support of computer systems in a service desk environment.
- In-depth knowledge of networking and computer systems.
- In-depth knowledge of the Microsoft suite of products including Active Directory.
- Experience in Client service and support.
- Highly developed technical & problem solving skills.
- Excellent communication skills and client service focus.
- Excellent administration and personal organisational skills.
- Flexibility in working hours (7.6 hour day, occasional after hours work between 7:30am and 6pm).
- Ability to work and deal with difficult people and situations in a professional and courteous manner.
- Good organisation and time management skills.
- Displays confidence and initiative.
- Victorian Certificate of Education - V.C.E. (Desirable) or equivalent industry experience.
- Microsoft (or similar) Certifications eg. MCP, A+ or MCSE (Desirable).

**What you need**:
**A culture where people matter.**
- Excellent supervision and investment in the skill development of managers and supervisors.
- Celebration and reward for good performance, through employee recognition.
- A leading, multi-faceted approach to safety, with unparalleled strategic, practical, individualised and team-based supports to minimise risks and fear and maximise safety and security, underpinned by our workplace health and safety strategy.
- Access to an employee assistance program - an external, confidential, self-referral employee wellbeing program, for personal or work-related matters.
- A mental health and wellbeing program providing psychological support, peer support and critical incidence response programs, as needed.

**COVID19 & Influenza Vaccination Evidence**

Under the Victorian Public Health orders, all employees working within the Public Health system must be fully vaccinated against COVID-19 and Influenza and are required to provide acceptable evidence of their vaccination status. The current orders require evidence of three doses for COVID-19.