Cohealth is a not-for-profit community health organisation. We provide health and support services in Melbourne's CBD, and northern and western suburbs. Our work aims to improve the health and well-being of our communities and address health and social inequity. Cohealth is a community health organisation with an ambitious strategic plan. Our mission is to improve health and wellbeing for all and tackle inequality, in partnership with people and the communities they live in. People who work at Cohealth are committed to designing and delivering high-quality health care and promoting and protecting human rights.
The Service Desk Officer is the first point of contact for the centralised technology shared service team answering and responding to all enquiries. Providing timely and effective day to day operational technical support and advice to users by responding to service requests and incidents remotely via phone, email, service desk and phone, as well as in person via walk ups and on-site desktop support. The role provides support for all cohealth technology systems including end user devices, on site hardware, on premise and cloud applications, and supports enterprise response to organisational change and challenges.
This role is strongly customer focussed with excellent attention to detail and adherence to agreed processes. The role requires a broad technical understanding of cohealth systems and the ability to effectively communicate with stakeholders across the organisation. It also requires active prioritisation, documentation and resolution of support, and appropriate escalation where appropriate and necessary to meet Service-Level Agreement (SLA) expectations.
Tasks and Responsibilities:
Provide excellent support to users via phone, email, helpdesk portal, and face-to-face interactions.
Primary KIT responsibility for interacting with staff, keeping them updated on status and progress on their requests while managing their expectations in line with agreed SLAs.
Accurately log, classify, prioritize, triage, and manage the lifecycle of all incidents, service requests, problems, and changes that affect the IT services provided to staff.
Accurately log, classify, prioritise, triage and manage the lifecycle of all Incidents, service requests, problems and changes that affect IT services provided to customers
Diagnose, investigate, resolve or escalate (to in-house or external vendors) support requests relating to in-scope IT services according to defined SLAs
Follow documented processes to provide resolutions and fulfil service requests
Update and maintain accurate records in the service desk software
Update and refine documented processes and procedures as part of ongoing continuous improvement
Accurately document Incident and Service Request resolutions and add to the knowledgebase
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Carry out duties in a manner that does not adversely affect their own health and safety of others by reporting all incidents and injuries as well as cooperating with any measures introduced in the workplace to improve Work Health & Safety (WHS)
Undertake special projects or tasks as required
Champion cohealth’s preferred culture to meet cohealth’s corporate objectives and to promote team work, employee development and empowerment in order to foster a culture of high performance and a workforce which demonstrates behaviours consistent with cohealth’s corporate values.
Contribute to the principles of continuous improvement as contained in the cohealth's quality system and ensure compliance with cohealth policies/procedures.
Maintain awareness of and compliance with health and safety policies and procedures to maintain a safe working environment
Take corrective action to remedy safety hazards or risks and restore a safe working environment
Position Requirements:
Tertiary Qualification in an Information and Communication Technology related discipline (or equivalent industry experience)
Valid Drivers' license
Working with Children’s Check (WWCC)
Police Check
Required to provide digital certificate of COVID booster shots.
Preferred Experience & Industry Background:
Familiarity with ITIL processes and concepts including Incident, Problem, Event, Service Catalogue Management and Change enablement
Experience in delivering excellent customer service in a service desk environment, ideally at a health or NFP organisation
Experience in an IT Service Desk role
Technical skills:
Exceptional customer service orientation and a positive, solution focused attitude.
Strong knowledge and experience with a wide range of systems including desktop/laptop hardware, Microsoft 365, Azure, Active Directory, Citrix
Proven process design and documentation skills.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Keen attention to detail.
A combination of on site and remote working
Salary: $82,577.04
The Service Desk Officer is the first point of contact for the centralised technology shared service team answering and responding to all enquiries. Providing timely and effective day to day operational technical support and advice to users by responding to service requests and incidents remotely via phone, email, service desk and phone, as well as in person via walk ups and on-site desktop support. The role provides support for all cohealth technology systems including end user devices, on site hardware, on premise and cloud applications, and supports enterprise response to organisational change and challenges.
This role is strongly customer focussed with excellent attention to detail and adherence to agreed processes. The role requires a broad technical understanding of cohealth systems and the ability to effectively communicate with stakeholders across the organisation. It also requires active prioritisation, documentation and resolution of support, and appropriate escalation where appropriate and necessary to meet Service-Level Agreement (SLA) expectations.
Tasks and Responsibilities:
Provide excellent support to users via phone, email, helpdesk portal, and face-to-face interactions.
Primary KIT responsibility for interacting with staff, keeping them updated on status and progress on their requests while managing their expectations in line with agreed SLAs.
Accurately log, classify, prioritize, triage, and manage the lifecycle of all incidents, service requests, problems, and changes that affect the IT services provided to staff.
Accurately log, classify, prioritise, triage and manage the lifecycle of all Incidents, service requests, problems and changes that affect IT services provided to customers
Diagnose, investigate, resolve or escalate (to in-house or external vendors) support requests relating to in-scope IT services according to defined SLAs
Follow documented processes to provide resolutions and fulfil service requests
Update and maintain accurate records in the service desk software
Update and refine documented processes and procedures as part of ongoing continuous improvement
Accurately document Incident and Service Request resolutions and add to the knowledgebase
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Carry out duties in a manner that does not adversely affect their own health and safety of others by reporting all incidents and injuries as well as cooperating with any measures introduced in the workplace to improve Work Health & Safety (WHS)
Undertake special projects or tasks as required
Champion cohealth’s preferred culture to meet cohealth’s corporate objectives and to promote team work, employee development and empowerment in order to foster a culture of high performance and a workforce which demonstrates behaviours consistent with cohealth’s corporate values.
Contribute to the principles of continuous improvement as contained in the cohealth's quality system and ensure compliance with cohealth policies/procedures.
Maintain awareness of and compliance with health and safety policies and procedures to maintain a safe working environment
Take corrective action to remedy safety hazards or risks and restore a safe working environment
Position Requirements:
Tertiary Qualification in an Information and Communication Technology related discipline (or equivalent industry experience)
Valid Drivers' license
Working with Children’s Check (WWCC)
Police Check
Required to provide digital certificate of COVID booster shots.
Preferred Experience & Industry Background:
Familiarity with ITIL processes and concepts including Incident, Problem, Event, Service Catalogue Management and Change enablement
Experience in delivering excellent customer service in a service desk environment, ideally at a health or NFP organisation
Experience in an IT Service Desk role
Technical skills:
Exceptional customer service orientation and a positive, solution focused attitude.
Strong knowledge and experience with a wide range of systems including desktop/laptop hardware, Microsoft 365, Azure, Active Directory, Citrix
Proven process design and documentation skills.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Keen attention to detail.
A combination of on site and remote working
Salary: $82,577.04
