It Service Desk Lead

Location: Melbourne

Job type: Full time

Organisation: Victorian Institute of Forensic Mental Health

**Salary**: Salary not specified

Occupation: IT and Telecommunications

Reference: 15701
- Full time HS5
- Based at the Thomas Embling Hospital, 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 in Fairfield and will be required to work across all Forensicare sites.

**About the Role**:
The IT Service Desk Lead is responsible for efficient and effective delivery of Level 1 and Level 2 IT support services, ensuring industry standard service levels are established and achieved and a positive customer experience is delivered. The IT Service Desk Lead will develop and enhance existing IT service standards and processes to ensure consistency of quality services. The Lead will be involved in a wide-range of challenging IT activities and manage and mentor a small Level 1 and 2 IT Servide Desk team.

**Duties**:

- Lead and mentor the IT Service Desk providing industry best practice IT support services.
- Proactively work with team members to triage IT incidents and service requests and proritise responses.
- Planning and continuous improvement of service desk capability, workstation and telecommunication standards.
- Development of procedures to support service excellence.
- Create the IT Service Desk reporting to support service excellence and continuous improvement.
- Manage server and tape backup, and storage cycles.
- Work with the Senior Systems Administrator to configure and deploy wireless network infrastructure, including VPNs.
- Work with the Senior Systems Administrator to configure and manage the firewall
- Facilitate technical and physical access for external providers and contractors.
- Work with the Senior Systems Administrator to configure approved web security rules and access (Zscaler).
- Facilitate cabling requests for data points.
- Provision telecommunications services.
- Regularly report on service performance to the Service Delivery Manager.
- Establish and maintain the IT Asset Register and ensure the ongoing integrity of asset data.
- Compile IT asset management reports as required.
- Ensure software installation accompanied by appropriate licensing and asset assignments/relocations correctly recorded and tracked via the Asset Tracking System.
- Ensure all hardware is asset tracked throughout full lifecycle including adds, moves and changes.
- Initiate asset replacements in line with the asset maintenance schedule.

**About You**:

- Demonstrated practical experience in support of computer systems in a service desk environment as a lead.
- Demonstrable experience establishing, using and improving service desk systems.
- Experience leading and mentoring a small IT Service Desk Team (Level 1 and 2 support).
- Experience managing the timely completion of Level 3 support tickets.
- In-depth knowledge of Workplace Computing and associated Computer Systems.
- In-depth knowledge of the Microsoft suite of products including Active Directory and Microsoft 365.
- Extensive experience in Service Desk and support.
- Highly developed technical and problem solving skills.
- Excellent communication skills.
- Excellent administration and personal organisational skills.
- Flexibility in working hours.
- Ability to work and deal with difficult situations and the effect this has on both IT staff and clients in a professional manner.
- Passion for delivering service excellence.
- ITIL 3.0 and/or ITIL 4.0 Foundation Certificate (preferable).
- Experience in a public health organisation (desirable).
- Subject matter expertise in one or more of the following: Network administration, SharePoint, MS Teams, Zscaler, service desk ticketing software, Microsoft Intune or Microsoft Azure AD (desirable).
- 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.
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