Service Desk Technician - Digital Health

IT Service Desk Technician, Customer Care Level 1 - Information Technology, Digital & Information Division 

About the Digital Health Division 

The Digital & Information Division is a division at Monash Health under one executive sponsor (Chief Digital & Information Officer) that combines five departments: 

1. Information Technology Operations: Delivers and supports the use and development of Information and Communications Technology across Monash Health. 

2. Digital Applications: Delivers and supports the use and development of Information and Communications Technology across Monash Health. Inclusive of Architectural governance and protocols. 

3. Director Business Intelligence: Delivers the data analytics and reporting function across both clinical and administrative data sets. Provides a data custodian role. 

4. Informatics (Medical & Nursing): Provides informatics leadership across medical, nursing and midwifery domains. Responds to evolving clinical informatics needs such as AI, clinician and patient experience and relationships with both government and clinical authorities. 

5. Program Management Office (PMO): The PMO serves as a centralised project management service for all projects related to Digital and Information division. 

This structure ensures a cohesive delivery of an Information System goal of moving towards a paperless health care environment while simultaneously supporting the priorities and needs of the health service.  

About the Role

This is a Full Time Ongoing position.

Information Technology at Monash Health supports a wide range of Information and Communication Technology (ICT) services and equipment throughout Monash Health. Reporting to the Customer Care Team Leader, the IT Service Desk Technician is responsible for providing support in the delivery of end point infrastructure and applications and the handling of operational queries from staff across Monash Health. An ideal role for seasoned IT Service Desk professionals or graduates alike, with the opportunity to practice your skills or learn in the largest public health organisation in Victoria. 

The Customer Care team is a customer focused team and is required to work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients. The successful applicant will be expected to support the direction of the Electronic Medical Record (EMR) and assist in the growth of all ICT initiatives, inclusive of recent ‘work from home’ and M365 solutions. The position is based in Clayton but will be required to work across all Monash Health sites as well as working from home utilising Monash Health supplied resources. The position reports to the Customer Care Team Leader. Ability to work a rotating On-call Level 1 roster as required. 

Key responsibilities for the position are as follows: 

• Receiving and actioning service desk calls for ICT faults, service requests, and queries. 

• Ensuring support tickets are managed in a timely manner and closed off with appropriate levels of documentation. 

• Providing exceptional customer service including clear and professional communication. 

• Supporting a wide range of applications and software including Microsoft/M365 products and various specialised medical software. 

• Support, provisioning, and configuration of hardware devices. 

• Face to face end user support activities. 

• Equipment warranty and service management for designated devices and equipment. 

• Achieving set Key Performance Indicators (KPIs). 

• Maintain and adhere to operational procedures and complete appropriate support documentation when 

• procedures change. 

• Prioritise and make decisions regarding technical solutions based on policy and operational guidelines. 

• Develop and maintain a customer focused culture and contribute to a friendly and co-operative working environment; fostering strong working relationships with all colleagues to deliver quality outcomes. 

• Actively contributing to the identification of process improvements with day-to-day operational workflows. 

• Ensuring Monash Health IT initiatives operate efficiently by providing feedback on a regular basis to the IT management team. 

• Participate in ad hoc projects as directed by IT management team. 

• Other duties as assigned from time to time by IT management team. 

• Ability to work a rotating On-call Level 1 roster if required. 

About You

Qualifications/ registrations/ licences (italics indicate desirable):

• Tertiary and/or Industry Qualifications in Information Technology 

• Industry Certifications relating to service delivery methodologies (such as ITIL)  

Technical skills/ knowledge/ experience:

• Demonstrated 2+ years’ experience in an ICT Support Services/ Service Desk role or Customer Service based role. 

• Strong analytical trouble shooting skills. 

• Ability to resolve system faults relating to Level 1 technologies. 

• Excellent verbal/written communication and documentation skills. 

• Experience in supporting, or advanced use in, Microsoft products such as M365, Microsoft Office and Windows. 

• Previous exposure to Citrix related technologies. 

• Excellent customer service skills. 

• Experience in ICT device configuration/provisioning including mobile devices. 

• Demonstrated experience in working in a “best practice” environment in particular Change, Incident and Problem Management. 

• Knowledge of ITIL standards 

• An understanding of structured project management in relation to the delivery of ICT projects 

• Ability to foster working relationships and contribute to positive team culture. 

• Ability to work within deadlines. 

• Ability to work unsupervised. 

• Excellent time and personnel management skills. 

• Experience in vendor management, dispute resolution and account management. 

• Demonstrated ability to achieve set Key Performance Indicators (KPI) and/or Net Promotor Scores (NPS)