IT Helpdesk Officer

at  Forensicare

JOB DESCRIPTION

Location: Melbourne
Job type: Full time
Organisation: Forensicare
Salary: Salary not specified
Occupation: IT and Telecommunications

Reference: 16409

• Extensive investment in facilities and people supporting our significant service expansion

• Free On-site Parking

Salary $62,020.4 (HS1) to $70,855.20 (HS2) depending on skills plus super+11% Super + Benefits

• Salary packaging options that increase your take-home pay

A career in the forensic mental health sector is diverse, challenging and rewarding. A career at Forensicare will be like no other. If you’re passionate about supporting people in their mental health recovery, Forensicare is where you need to be. You will be a part of a caring and supportive team, making a real difference to people living with the dual stigma of mental illness and offending. We approach our work with curiosity and a commitment to understanding the unique needs of our consumers and carers. Working across community, hospital and prison settings, you can learn, apply your specialist skills and advance in your profession. Together, we can contribute to a more connected, compassionate mental health and criminal justice system.

ABOUT THE ROLE:

To work as part of both the Service Desk and the IS Services Team in provision of Level 1 support, offering technical resolutions to hardware & software problems and to document all relevant processes

DUTIES:

• Actively respond to telephone calls, Service Desk incidents and client service requests in an efficient and professional manner at all times.
• Accurately log, action and escalate incidents to resolve technical problems.
• Accurately document all solutions to technical issues and processes.
• Management of personal workload to ensure Level 1 Service Levels are achieved and maintained.
• Proactively work with the Service Desk Lead to triage and manage priority/business critical incidents logged with the Service Desk.
• Maintain excellence in attitude and performance towards client service and meeting Service Levels/Key Performance Targets.
• Ensure progress on incidents is accurately recorded and communicated to the client.