Service Desk Officer

2 weeks ago

Ballarat, Australia Ambulance Victoria Full time

Location: Western Region | Ballarat

Job type: Full time

Organisation: Ambulance Victoria

**Salary**: $65,396 - $77,560

Occupation: Other

Reference: AV/1654400

Ambulance Victoria (AV) is now recruiting for Service Desk Officers to join their ICT Division. This is a full time position, based at Ballarat, working on a rotational 24*7*365 roster, 38 hours a week.

The primary objective of this role is to provide effective first level support to the users of AV's Information and Communications Technologies (ICT), including logging all incidents/requests, incident resolution, provisioning of equipment and services and escalating high priority incidents to I&T support staff and management.

**About the role**

Reporting to the Manager Service Desk, the main duties of the role include (but are not limited to):

- The ability to work shift work is essential; approximately 40% of hours are rostered outside of normal business hours and some 12-hour shift periods are part of the rotational 24*7*365 roster,
- Resolve technical incidents and ICT administration and equipment service requests in an efficient and effective manner,
- Ensure all information reported by a user to the Service Desk is documented and recorded accurately, including name, department, contact information and nature of the problem as well as the actions taken by service desk,
- Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution,
- Test fixes to ensure the problem has been adequately resolved, and perform post-resolution follow-ups to help requests,
- Adhere to AV ICT security policies and procedures whilst enabling users to perform their role in the organisation,
- Identify and learn appropriate software and hardware used and supported by the organisation.

**About you**

**Working at AV**

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.

**How to apply**
- A covering letter, outlining your suitability for the role,
- A resume

**_ At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people._

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