Helpdesk Officer/Change Coordinator

1 day ago

Canberra n Capital Territory, Australia Defence Australia Full time $60,000 - $90,000 per year

The Role

The APS 6 Helpdesk Officer/Change Coordinator is responsible for providing assistance directly to the Defence digital healthcare system users (clinicians), assisting them with systems usage (queries), troubleshooting and raising system incident tickets to ensure system users are fully supported.

A positive and flexible approach is vital in this role as helpdesk officers support a diverse group of health professionals to enable them to deliver essential healthcare across the Australian Defence Force (ADF) community.

Additionally, as a secondary role, you will also support the Directorate of Health Information Systems (DHIS) Change Manager to scope and coordinate system improvement changes with a number of supported health domains within Defence. This will require administrative attributes to ensure the review and prioritisation process can be correctly undertaken to ensure key required changes can be best managed and implemented.

About our Team

Defence's primary mission is to protect Australia and its national interests, promote security and stability in the world, and support the Australian community as directed by the Government.

In that role, Joint Health Command provides health services to the Australian Defence Force (ADF) members to ensure they are fit and healthy, and can be medically identified as ready to be deployed for operations. To assist in that process, the Directorate of Health Information Systems (DHIS), Joint Health Command, ensures the Defence health system used by Defence clinicians accurately records ADF member/patient health care interactions, and provides reliable ADF personnel health preparedness information.

Broadly, DHIS provides health system availability, health business analysis, change management, workflow development and implementation, training support, and help desk services. DHIS helps enable the implementation and support of health policy and business requirements into the health ICT systems.

DHIS is a relatively small team that has a team culture of working to support each other to ensure the Defence clinicians are able to provide the best health support to all ADF personnel.

Our Ideal Candidate

With your previous customer service experience, you will have strong communication skills, well-developed leadership/relationship and team-working skills, a strong systems user outcome focus, and the ability to remain positive and professional while supporting users and change stakeholders.

Your experience in a health or a service support environment (perhaps an ICT helpdesk environment), will enable you to achieve complex helpdesk, incident management and change management tasks, while adhering to Information Technology Infrastructure Library (ITIL) standards. You will have the ability to learn and comply with procedures, policy, legislation, and regulatory frameworks applicable within a Defence health service role.

You will have the availability to participate in team roster covering 7am to 8pm AEST weekdays, and the flexibility to support coverage on some non-national public holidays.

Application Closing Date: Thursday 30 October 2025

For further information please review the job information pack, reference
DPG/08010/25
on

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