About the role

The position of the ICT Service Desk Officer will be the first point of contact for any enquires for both internal and external users. It is expected that this role will deal with all Calvary streams – Public and Private Hospitals, Aged Care and Community Services and ensure systems supported by National ICT suit the needs of each service. Each Business Stream and Site will vary on the services they provide e.g. Maternity, Mental Health, Rehab, ICU, etc. therefore the understanding of Health Care Business Processes needs to be broad.

 

Key Responsibilities

• Provide first line support for any information technology issues and problems
• Provide assistance by phone, face to face, and using a ticket management system.
• Triage initial call and allocate to appropriate technical or application specialist
• Create internal and external user documentation and assist end users with issue resolutions
• Set-up active directory user accounts, exchange mailboxes and distribution group emails
• Apply appropriate security rights for application and reports
• Participate in Calvary Change Control process and ensure all changes carried out in regards to National Systems have both Technical and End User documentation
• Assist with the testing process for Calvary applications

 

What you bring 

• Relevant tertiary qualifications in Information Technology
• 3 years’ experience working in an ICT Service Desk with application troubleshooting/problem solving skills
• Demonstrated experience in operating in a fast-paced environment with the ability to prioritise and escalate tasks as required
• Excellent organisational and time management skills
• Highly proficient in the use of Microsoft Office suite applications
• Strong customer service focus with strong communication and interpersonal skills

Desirable:

• Previous IT experience within Private or Public health care sector
• Experience with clinical and/or hospital-related technologies
• Experience using the following tools/applications :

   - JIRA Service Desk
   - Citrix
   - Active Directory
   - Windows environment
   - ITIL Foundation v3 or v4

 

 

At Calvary, our staff matter. 

 

With over 130 years’ experience and 18,000 staff and volunteers, we offer an inclusive and welcoming culture where you are valued, drawing on your own strengths, identity and background alongside a team of professionals who care for our patients, residents and clients.

 

Your benefits: