Service Desk Officer
Service Desk Officer
Provide first-level support on our Service Desk in Sydney by solving technology issues and utilising your IT service management skills.
Classifications
- IT & Telecomms
- Help Desk / Support
- Permanent / Full Time
Key points
- Competitive salary up to 75K+ Super
- Not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
- Mentoring opportunities to grow your knowledge in System Administration
Description
The Royal Flying Doctor Service (RFDS) is seeking a Service Desk Officer to join our Digital & Technology Shared Services Team. As part of this role, you will provide daily technology and IT service management support to RFDS employees, across ICT incidents, problems, and requests. This role will be responsible.
- Provide first-level support to users of incoming requests in-person, phone, email and ticketing system and diagnose and troubleshoot hardware, software and connectivity issues.
- Escalate complex issues to the appropriate resolver teams while ensuring timely follow-up and issue resolution
- Support and issuance of end user devices
- Support IT Operations teams as required in troubleshooting and ensure ICT environment is compliant.
- Collaborate with fellow team members to share knowledge and contribute to continuous improvement initiatives
- Provide ‘on call’ 24-hour support for one week every 6 weeks (additional allowances are applicable)
- On occasion travel within QLD and NSW (negotiated with respect to availability)
This role is a permanent, full-time role based in Surry Hills, NSW.
The RFDS (Queensland Section) and RFDS (South Eastern Section) collaborate to offer shared Digital & Technology support and maintenance services. A unified team from both sections work together in a single Shared Service to provide top-notch technology services to both organisations by utilising our combined expertise.
Who are we looking for?
We're looking for a Service Desk Officer who is a positive team player, highly analytical and willing to go above and beyond in delivering exceptional support services for our end users. In addition, you will have a certificate or diploma level qualification in Information Technology, ITIL Foundation Certification (desired) and you will demonstrate-
- 1-3 years experience in ICT Support, Helpdesk or Service Desk, and Customer Service
- Demonstrated experience in troubleshooting and fault/problem resolution
- Confident communication skills (both verbal and written) with a customer-focused approach to providing support at all levels
- Understanding of ITIL Framework and IT Service Management
About the Royal Flying Doctor Service
The RFDS is one of the world's largest and most comprehensive aeromedical organisations. Using the latest in aviation, medical and communications technology, the RFDS works to provide emergency medical and primary health care services to anyone who lives, works or travels in rural and remote Australia.
Why Join the RFDS
Your contributions as an employee of RFDS (Queensland Section) are vital in aiding people on the frontline, and our support services team. By joining the RFDS, you will:
- Work with a collaborative and supportive team who are passionate about our purpose and proud of their contribution
- Receive a competitive salary up to 75K + Super + On Call Allowances (when rostered)
- Access to generous not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
- Access to our Employee Assistance Program including counselling, nutrition sessions, financial sessions, and legal advice
- Private health insurance discounts
- Novated leasing available
- Access to a full allocation of a newly launched uniform range at no cost
- The opportunity to be a part of the iconic Royal Flying Doctor Service team!
Interested?
This role will close by the 8th of October 2023 however; shortlisting will commence before the end date so don’t delay in applying! For further information regarding this role please contact Recruitment on recruitment@rfdsqld.com.au
RFDS (Queensland Section) works with vulnerable patients in remote parts of Queensland and provides an essential service to many regional and remote communities. To ensure the health and safety of our staff, our patients, and these communities, as well as to manage the risks involved in service delivery and COVID-19 transmission in these communities and our workplaces, our staff are required to be vaccinated against COVID-19. If you are a successful candidate the requirement to be vaccinated against COVID-19, including maintaining any recommended booster requirements, will be a term of your employment, as will the requirement to provide proof of vaccination.
The successful applicant will need to undertake a police check, have a valid driver’s licence and may be required to undertake interstate and intrastate travel, inclusive of overnight stays.
Royal Flying Doctor Service acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. The RFDS is committed to eliminating all forms of discrimination in the provision of healthcare. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation or gender identity.
