Senior Service Desk Officer at Eastern Health

Box Hill, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ICT Support, Customer Service, Troubleshooting, Incident Management, Leadership, Mentoring, ITIL, KPI Monitoring, Performance Reporting, Time Management, Communication Skills

Industry

Hospitals and Health Care

Description

Senior Service Desk Officer Permanent full-time | 5 weeks annual leave + monthly day off included Box Hill | Easy access to public transport, shopping, and dining options Commitment to excellence | Contribute to a leading healthcare service About the role As the Senior Service Desk Officer, you will be a key point of contact for ICT support, delivering exceptional customer service through the timely logging, troubleshooting, resolution and escalation of ICT service requests and incidents. You will also provide leadership, guidance and mentoring to Service Desk team members, supporting a collaborative and high-performing team environment. In this role, you will act as the first point of escalation (Level 2) for issues raised through the ICT Service Desk, ensuring complex incidents are effectively managed and resolved. You will also contribute to the continuous improvement of service delivery through the preparation of regular performance reports, monitoring Service Desk KPIs, and providing ad hoc reporting and insights to the ICT Department and stakeholders as required. About you To be successful in this role you will possess: An excellent technical understanding of a broad range of ICT systems. Ability to work effectively under pressure, as well as great attention to detail and time management skills. Excellent customer service and communication skills with a positive, can-do attitude. The ability to work as part of a diverse team. Knowledge of ITIL Service desk systems and the establishment of Incident Reporting and workflow. Healthcare workers are strongly recommended to follow COVID vaccination recommendations provided in the Australian Immunisation handbook (based on ATAGI advice). Seasonal vaccination against influenza is a mandatory requirement of this role, and an offer is conditional on this being up to date prior to employment. About Eastern Health Eastern Health is one of Melbourne’s largest public health services. We provide a range of emergency, surgical, medical and general healthcare services and have a proud history of serving a diverse community. Our Employee Value Proposition is “Being a part of Eastern Health means belonging to a welcoming team of healthcare experts”. This statement aligns with our promise to our communities, patients, consumers and staff that we will be HEALTHIER TOGETHER. Bolder than a vision for the future, our promise calls us to action. We know that working together is the only way we can achieve what is necessary for a healthier future. What we offer Eastern Health offers a variety of fantastic Employee Benefits, view the extensive range here! Mentor and Shadowing program Access to discovery days across our 50 sites Study and professional development leave Friendly and supportive teams Commitment to diversity, equity and inclusion Fitness passport for work-life balance Employee assistance program accessible to you and your loved ones Flexible working hours and excellent entitlements Salary packaging options and an employee benefits scheme Access to private health insurance offers Digital upskilling, such as excel and Power-Bi training Cafes at all our hospitals Next steps Apply online if you feel we are a good match, you have the skills and qualities to make a difference and are eligible to work in Australia. We review all applications when we receive them, and we notify unsuccessful candidates. If you are shortlisted, we will be in touch to arrange an interview, and you must complete a National Police Check. Good to know We are an equal opportunity employer and actively promote equality for people of all races, ethnicities, gender identities, sexual orientations, and for people living with disability – within the communities we serve and our Eastern Health team. We provide a culturally safe and welcoming environment for Aboriginal and/or Torres Strait Islander employees. As a child-safe organisation, we ensure child safety and wellbeing is embedded in our everyday culture. Vaccination and screening for immunity to vaccine-preventable disease is a mandatory requirement of this role. Advertising may end before the closing date. We do not accept recruitment agency applications. Please click here to view the Position Description. Contact Person: Tim Poynter Contact Number: 9955 1105 Contact Email: Tim.Poynter@easternhealth.org.au Job Posting End Date: Sunday 26 July 2026 Need help submitting your application? Contact the Hiring Manager listed in the advertisement or call the Talent Acquisition Team on (03) 9955 7555 (option 1) for support. Click here for the Candidate Guide for help with our recruitment process! Our Values in Action Respect for all | Safe always | Partnering in care | Learning and improving every day

Responsibilities

Act as the primary point of contact for ICT support, managing the logging, resolution, and escalation of service requests. Provide Level 2 technical support and lead the Service Desk team through mentoring and performance reporting.