About the role: 

The Service Desk Officer is responsible for assisting Victorian Health Services and Health Technology Services application & support teams in responding to incidents, service requests and change requests. This position acts as a central point of contact between Health Technology 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.  

About us: 

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.  

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. 

About you:

Key Capabilities Include:

• Working with the various support teams and clients, the focus of this position is to provide level 2 support to Victorian Health Services and Health Technology 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.

Qualification(s):

Tertiary qualifications in a relevant ‘IT Service Management', Health or ICT discipline, or equivalent work experience.

Specialist expertise:

• A minimum of 2 years previous experience within an ITIL environment or ITIL Foundations certification.
• Health sector ICT experience with database and application development skills including the ability to develop and maintain the ITSM tool (currently Alemba Service Manager & MSSQL) would be highly desirable. Service Now experience is also highly desirable.

What we offer: 

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. 

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

If you have any queries in relation to participation in recruitment processes at Health, or experience any issues in applying, please feel free to email talentacquisition@health.vic.gov.au. Please note that unsolicited applications from third parties cannot be accepted. If you have questions regarding the role, please message the contact person listed on the advertisement directly.  

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