Service Desk Officer

To access further information, attachments and to submit your application, please click the ‘Apply Now’ button below. This will direct you to the Ambulance Victoria Careers Centre.
Job Details
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Department: Ambulance Victoria
Work Type: Fixed term - full time
Job Function: IT and Telecommunications
Classification: See Advertisement
Work Location: Western - Ballarat
Reference: VG/533633
Closing Date: 26-Oct-2018
Salary Range: See Advertisement
Job Duration: N/A
Attachments: Service Desk Officer Position Description.pdf (PDF, 93KB)


How to apply for a position with AV.pdf (PDF, 169KB)


Contact: Melanie Hollingworth
mel.hollingworth@ambulance.vic.gov.au

Position Details

Ambulance Victoria (AV) is now recruiting for a Service Desk Officer to join their ICT Division.  This is a fixed term, full time position until 20 October 2019 and is based at our Ballarat business centre.

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):

  • Field and respond to the demand of the service desk phone, self-service and e-mails queues and requests from end users in a timely, courteous manner
  • Resolve technical incidents and I&T 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 I&T 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

The successful applicant will have experience delivering Level 1 Support in an IT service desk environment.  Solid knowledge of MS Windows Operating system environment (XP, Windows 7) and MS Office suite of applications (2003 & 2010).  They will possess experience delivering high quality customer service via phone and e-mail and solid working knowledge of desktop computing concepts and support strategies

What's in it for you?

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance.  We offer salary packaging options, generous personal leave entitlements and other benefits including free on-site parking.

How to apply

All applicants are requested to submit each of the following documents.  These should be of a high quality as they will form an integral part of the selection process:

• A covering letter

• A resume; and

• A document addressing the selection criteria detailed in the position description

Please ensure you read the ‘Applying for a position with Ambulance Victoria' document prior to submitting an application.

For any queries please email recruitment@ambulance.vic.gov.au or contact the Recruitment Department on 03 9840 3653.

We request that your application for the Service Desk Officer position is forwarded by 5pm, Friday 26 October 2018 by clicking on ‘Apply Online' below.

Ambulance Victoria is an equal opportunity employer.


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