Service Desk Technician - Digital Health

Monash Health exists to reimagine care, so that people can live their best lives. 

We provide safe and equitable care, for every stage of life, delivered with world-leading expertise and over 175 years of experience. 

As a leading academic health service, we're committed to providing tomorrow's care today by integrating research, teaching and training into everyday practice. 

Our team of 24,000 people are full hearted, open minded and all in. Together, we provide more than 250 integrated services for every stage of life at over 50 locations and in the community across south-east Melbourne, Victoria, serving 1.2 million residents in the South Metro Local Health Service Network.

Are you currently part of the team at Monash Health? Use your network login to access the Monash Health Careers portal and discover all the job opportunities open to you, to support growing your career within the organisation.

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

We have x1 Full-Time Ongoing role and x1 Full-Time Fixed term role.  

About 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

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. The position is full time ongoing.   

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:

• 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) 

• Is consistent, reliable, and approachable. 

• Offers to help others in achieving common goals 

• Maintains ongoing communication with others to ensure a ‘partnership approach’ to goal achievement 

• Takes time to understand and address others’ requests 

• Demonstrates respect for others in all interactions 

• Considers the impact of own actions on others 

• Presents opinions, ideas and/or facts clearly with enthusiasm 

• Strives to deliver quality, timely patient/client service 

• Works effectively with a diverse range of people 

• Helps others feel welcome and included 

• Deals constructively with mistakes and setbacks 

• Has a realistic view of own strength and weaknesses 

• Measures own improvement in performance against learning undertaken 

• Has a positive ‘can do’ attitude 

• Regularly seeks feedback both informal and formal on progress and performance 

• Takes pride in managing own time and resources effectively 

• Consistently delivers high quality, best practice care – even under time pressures

• Adherence to Privacy/Confidentiality Requirements

• Adhere to Victorian privacy laws – Information Privacy Act 2000 and the Health Records Act 2001, as well as other laws regulating the handling of personal information.   

Other position requirements 

• As we support a culture of safety through employee immunisation, there must be documentation provided confirming completed immunisation on employment at Monash Health 

• Current and satisfactory Police Check (must also comply with Aged Care Act 1997 Accountability Amendment Principles 2012 if working in Aged Care setting) 

• Current and satisfactory Working with Children Check. 

• Applicants who are new to Monash Health will be required to enter into an Employment Agreement before commencement 

• Applicants who are new to Monash Health must provide evidence of immunisation before they can receive an offer of employment 

• This role requires the applicant to hold and maintain a current driver’s license valid in the State of Victoria. 

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

• To deliver on time and on budget all assigned initiatives under the IT strategy. 

• To participate in the implementation of the IT strategy. 

• Achieve minimum personal NPS score (and team NPS score) as agreed with Director of Information Technology. 

• The incumbent will be required to work across all Monash Health sites. 

Our Culture and Values 

At Monash Health, our people are at the heart of everything we do. Our culture is inclusive, supportive and future-focused, underpinned by clear values and a commitment to continuous improvement. 

Our teams play a critical role in bringing our new strategy to life, challenging traditional approaches, embracing innovation, and ensuring every appointment reflects our commitment to equity, transparency and excellence. 

You’ll be encouraged to share ideas, contribute to improvement initiatives, and grow alongside experienced professionals who are passionate about what they do. 

We are Full Hearted, Open Minded and All In, enabling excellent service delivery and a positive candidate and employee experience every time. 

We recognise the value of equal employment opportunity. We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards.