Service Desk Officer

5 days ago

Melbourne City Centre, Australia Department of Health Full time

***:
This position acts as a central point of contact between Applications & Services and its clients and triages incidents and calls as they come in. Other requirements include, correctly assigning jobs to the right technical team(s), monitoring progress and keeping clients informed regarding status. Working with the various support teams and clients, the focus of this position is to provide level 2 support to Victorian Health Services and Applications & Services teams.
- Familiar in working with end-to-end delivery of services from an IT Shared Services or Outsourcing environment operating within an ITIL framework.
- Able to meet deadlines, commitments and Service Level Targets, including the ability to anticipate where service levels may be exceeded.
- Committed to quality and continuous improvement.

Accountabilities
- Liaise with customers, both internal and external to ensure that the Service Level Agreement (SLA) targets are achieved.
- Attend appropriately to each individual enquiry by:
(a) taking a helpful approach and clearly identifying the caller's needs
(b) establishing its purpose and urgency
(c) assessing the service required and determining the appropriate response
(d) providing accurate, relevant and quality information
- Be proficient in the use of technical equipment such as modern telephone and computer systems for communication and keeping accurate records of client contact and referrals - and identify opportunities for improvement.
- Document and edit Service Desk procedures and processes to support the operation of the work unit or broader Business Technology and Information Management Branch as required.
- Maintain effective working relationships, liaise efficiently and professionally with all levels of staff in relation to meeting client needs.
- Operate as an effective team member, providing coverage during agreed service hours, including participation in a 24/7, rotating after-hours on-call roster.
- Prepare reports against the SLA for Applications & Services and participating Victorian Health Services.
- Keep accurate and complete records of your work activities in accordance with legislative requirements, the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department's ability to deliver, or facilitate the delivery of, effective support and services.

Mandatory Vaccination Policy

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
For further information please visit the Department of Health

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