Service Desk Officer - HRHA

Reference Number: 2155 

Job Title: Service Desk Officer - HRHA 

Employment Type: Permanent Full-Time                                                        

Hours per Fortnight: 80 

Classification: Managers & Administrative Workers Grade 2 Levels 1-5 (HS2 - HS21)

Location: Graham Street 

Closing date: TBA

For a confidential conversation please contact: Kellie Cashmore on Kellie.Cashmore@gvhealth.org.au

About GV Health:

At Goulburn Valley Health we pride ourselves on delivering person-centred care. We aim to enhance patient experience through improved service access, developing partnerships, meeting growth in demand, implementing innovative service models and ensuring workforce flexibility.

Click HERE to find out more information about GV Health and our services.

Click HERE to find out more from our staff about a career and lifestyle at GV Health.

Our region:

Great things happen here! Follow the link to find out what its like to live, work and play in our wonderful region: Greater Shepparton: Great Things Happen Here

About the role

Across the Hume region, the health services are experiencing the need to uplift digital maturity to improve patient care by uplifting the Core Information Systems and related infrastructure. The region’s digital health program is aligned to the initiatives identified in the Victoria’s Digital Health Roadmap 2021-2025 and works collaboratively with the Department of Health’s Digital Health branch.

The Regional Service Desk Officer is responsible for providing the first point of contact to the HRHA members providing 1st level technical support to incidents and requests while ensuring a high level of professionalism and within the agreed service level targets.

We are looking for

The following duties are inclusive of but not limited to

• Processing incidents and service requests initiated by members using either the Self-Service Portal, email, or telephone.
• Recategorizing incidents by service and category and prioritising incidents based on impact and urgency.
• Working on incident and request fulfilment tasks as allocated.
• Managing service requests to make sure that agreed service level targets are maintained.
• Providing status updates on requests to customers.
• Escalating requests to next level support if necessary.
• Support IT systems including all desktop, laptop and mobile hardware and software across agencies by troubleshooting and resolving end-user hardware, operating system, and software-related problems as associated to the regional Standard Operating Environment following detailed troubleshooting processes.
• Communicate in writing and verbally with clients, vendors and other staff in a prompt and professional manner.
• Coordinating escalation of incidents into problem and change management streams
• Responsible for recommending changes to the existing IT base platforms and ensuring that they are available for monitoring the performance of systems so as to provide early warning of potential problems.
• Based out of the Shepparton office and will be required to work from other locations as required.
• Travel throughout the Hume region as required, scheduled and emergency overnight stays maybe required.

Position Description: HERE

If qualifications are a requirement for this position, please attach a copy in support of your application. Qualification requirements are outlined in the Position Description under 'Key Selection Criteria'

Why work at GV Health? 

• Free Community Connector Program to personally welcome and connect you to our wonderful community
• Generous salary packaging, subsidised staff parking and discounted leisure memberships
• Flexible work practices and options to purchase additional leave to support work/life balance
• Paid parental leave
• Professional development and study leave to help reach your learning and career goals
• A confidential employee assistance program (EAP) for you and your loved ones
• Social club membership offering a range of events, functions and local community discounts
• Our CREATE Outstanding monthly, bi-monthly and annual reward and recognition program

GV Health is an equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islander people, as well as applicants who are LGBTIQ+, who have different abilities, or are from culturally and linguistically diverse backgrounds are encouraged. GV Health has zero tolerance of abuse, bullying and harassment and discrimination in all forms, and is committed to the safety, protection and wellbeing of all children.

Pre-employment screening checks may be required, including but not limited to; Working with Children's Check (WWCC), National Disability Insurance Scheme (NDIS) Worker Screening, International and National Police Checks, Aged Care Statutory Declaration, Visas and valid working rights in Australia, immunisations as mandated by Department of Health. Further details of pre-employment requirements are provided in the Position Description and to successful candidates, or upon request. 

GV Health reserves the right to vary pre-employment screening from time to time and as directed by legislation and operational requirements. 

Recruitment agencies should note that GV Health does not accept agency resumes. GV Health is not responsible for any fees related to any unsolicited resumes submitted by Recruitment Agencies.