The role:

As the Service Desk Officer you will be first point of contact that provides high quality customer service for HSQ Laboratory and Clinical Systems whilst ensuring alignment with contemporary Information Management (IM) /Information Communication Technology (ICT) frameworks. The successful candidate will have excellent written, oral and interpersonal communication skills. Experience within an ICT first contact / call centre support role would be highly regarded.

Other Key Responsibilities include:

• The provision of high quality first tier support to users of Laboratory and Clinical Information systems via telephone, email and fax communication channels, including:
  • First level incident and request resolution
  • Basic training
  • Customer feedback and call routing/escalation
  • Data entry
• Build and maintain relationships with team members across CISSU (Clinical Information System Support Unit) and its customers.
• Log all incidents/requests within a best practice IM/ICT design and delivery framework using ITIL compliant systems.
• Liaise with and provide an escalation route and ongoing feedback to customers on the resolution of incidents and requests.
• Monitor own day to day activities of the Service Desk to ensure established Service Level Agreements are met.

Are you right for this role?

• Demonstrate the ability to quickly learn an IT Service Management tool and understand ITIL Service Management processes
• Experience to deliver high quality customer service and provide front line support (SFIA: USUP Level 1)
• Sound level of written, oral and interpersonal communication skills
• Proven ability to work in a team environment, developing effective working relationships with team members and stakeholders (NHS: Collaborative working)
• Demonstrate the ability to identify operational problems and contribute to their resolution (SFIA: ITOP Level 2)
• Experience within an ICT first contact / call centre support role would be highly regarded.

About - eHealth Queensland:
eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.

Benefits of working with eHealth Queensland:
By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

You will enjoy a variety of benefits, including:

• Competitive salary + generous superannuation and leave loading
• Flexible working arrangements
• Diverse work culture
• Career training and development

Talent Pool information/ Your Application:
Please provide the following information to the panel to assess your suitability:

• The talent pool will be reviewed regularly, and you may be asked to update your information.
• Your current CV or resume
• A short statement (maximum 2 pages) responding to the below questions, please detail how your experience, abilities, knowledge, and personal qualities are relevant for the role, taking into account the key responsibilities and attributes noted in the ‘How you will be assessed?' section.
  Question 1: Why is a Service Desk team important to an organisation?
  Question 2: What skills are required for a customer service role?
• If you are shortlisted for progression, you will be asked to provide the names and contact details of two referees, one of whom is to be your current or recent (i.e. within the last two years) supervisor/manager. Referees should have a thorough knowledge of your capabilities, work performance and conduct within the previous two years. You should discuss any concerns about providing a referee/s with your nominated hiring manager when you are requested to provide referee details.
• You will be required to complete a questionnaire as part of the submission process.

Whilst you may submit your details to the Talent Pool, when an opportunity arises you may still need to enter a formal submission via the Smart Jobs website. Submitting your details to the Talent Pool does not constitute a formal application for any role and your application will expire when the Talent Pool closes.

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