Service Desk Officer

At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of `Outstanding emergency health care every time' to life.

We are seeking 3 x Service Desk Officers to provide effective first level Business Technology & Programs (BTP) support to users including logging all incidents/requests, incident/request resolution, provisioning of equipment and services; escalating high priority incidents to BTP support staff and management.

We are looking to fill

1 x Full Time, Permanent,

1 x Full time, Fixed term until 30 June 2025 and

1 x Full time, Fixed term until 30 November 2025

While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Ballarat Business Centre in line with our hybrid working model.

About the role

Reporting to the Manager Service Desk, the main duties of the role include but are not limited to:

• Respond to the demand of the service desk phone, self-service and e-mails queues
• Resolve as many technical incidents & requests as possible
• Assign what cannot be resolved at service desk to 2nd level support groups
• Escalate issues when required to enable satisfactory resolution
• Adhere to system security whilst enabling users to perform their role in the organisation
• Participate in the 24 hour duty roster
• Adhere to clearly defined processes and procedures in a process-driven environment

Please see the position description for a full list of position accountabilities.

About you

To be considered for this position you will possess:

• Qualification (diploma, degree or industry certification) in information Technology with subsequent relevant experience, or an equivalent combination of training and relevant experience
• One to two years' experience delivering level 1 support in a corporate or government IT service desk environment
• Solid knowledge of MS Windows Operating system environment (Windows 7 & 8 & 10 and MS Office suite of applications - 2013)
• Solid experience delivering quality customer service via phone and e-mail
• Solid working knowledge of desktop computing concepts and support strategies

Working at Ambulance Victoria

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you are ready to be an integral part in bringing our values of Care, Accountability, Respect and Excellence to life at AV, we want to hear from you!

Important information

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks.

This position is classified AV2 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021.

The position description can be found on the AV Careers website https://careers.ambulance.vic.gov.au.

How to apply

Your application is an integral part of the selection process and should include:

• Cover letter outlining your experience and interest in the position (specifying which position you are applying for)
• Current resume
• A separate document individually addressing the key selection criteria from the position description

Applications must be submitted by 11.59pm AEDT on Wednesday 22 January 2025. Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au to be considered. Emailed applications will not be accepted.

For further information, please refer to `Applying for a position with Ambulance Victoria`. For any further queries please contact recruitment via [email protected] or 03 9840 3653.

At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.