Service Desk Officer (2 Positions)

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. 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. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Job Details
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Department: Department of Health
Work Type: Fixed term - full time
Job Function: Administration / Secretarial
Classification: VPSG3
Work Location: Melbourne - CBD
Reference: VG/DH/CSI/1682252
Closing Date: 07-Dec-2022
Salary Range: $72,751 - $88,336
Job Duration: 30/6/24
Attachments: ServiceDeskOfficerPositionDescriptionVPS3686336 (1).docx (Word, 155KB)
Job Specification

Contact: Rhea Theresa Campos

Position Details


2 Positions Available

The Service Desk Officer is responsible for assisting Victorian Health Agencies and Health Technology Solutions application & support teams in responding to incidents, service requests and change requests.

This position acts as a central point of contact between Health Technology Solutions 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 Agencies and Health Technology Solutions teams.

To successfully undertake this role candidates must be:

  • 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.


  • Liaise with customers, both internal and external to ensure that the Service Level Agreement (SLA) targets are achieved.
  • 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.
  • Provide Level 2 support to Victorian Health Agencies for core Health Technology Solutions applications by collaboratively assisting support teams by responding to and resolving incidents, problems, and change and service requests.
  • Prepare reports against the SLA for Health Technology Solutions and participating Victorian Health Agencies.
  • Identify and apply developments within the ITSM and Service Desk fields to problem solving within the work area
  • 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

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and clients. As it is an essential element of any role within the department that employees be able to attend work onsite and to do so safely, employees are required to be up-to-date with their vaccinations against COVID-19 as a condition of their employment. This requirement applies unless they have a medical condition which means they cannot be vaccinated against COVID -19. Therefore, the department will ask any prospective employee, who has been identified as the preferred candidate for a role within the department, to provide proof of their COVID-19 vaccination status prior to any offer of employment being made. If a prospective employee has a relevant medical condition which means they cannot be vaccinated against COVID-19, they should contact the department to discuss their individual circumstances.


Applicants are encouraged to apply online, submitting a cover letter and a current resume.

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.

As such, these employees are strongly encouraged to submit their application through rather than via external advertisement.

For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including national police check and misconduct screening.

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 <>

Click 'Apply Now' to submit your interest in this position.

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