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Aps4 It Service Desk Officer

MCARTHUR - Melbourne, VIC

Source: uWorkin


We have a fantastic 12-month opportunity (with potential for extension) for an IT professional looking to commence the next chapter of their IT career - Assisting as the first point of call for the day to day provision of quality and reliable IT services.

This role reports directly to the Service Desk Manager and is a critical role for our client as you will be part of the administration of their essential clinical systems as part of the Client Engagement and Support Services division.

The Client Management System (CMS) provides a highly secure, electronic management of client records and program information with additional clinical systems also covered by the Service Desk as part of the duties of this role.

With over 1600 staff and contractors accessing the various clinical systems, the Service Desk provides support to all end users by monitoring the system performance, responding to system problems and implementing upgrades and enhancements.

Key Responsibility

The key responsibilities of the role are to:

  • Provide helpdesk services for all internal staff and Outreach Provider Contractors in relation to all issues and queries related to Clinical Systems
  • Complete daily Service Desk tasks including logging requests on behalf of end-users, fielding queries, managing tickets, diagnosing system/data related errors, escalations and monitoring the CMS environment.
  • Accurate and timely completion of (support) tickets, asking appropriate questions and following a systematic approach to determine the cause of the issue or problem.
  • Escalate relevant issues to technical and non-technical stakeholders to ensure quality ticket management practices that achieve an outcome.
  • Assist and develop training manuals or procedures and contribute towards an on-going knowledge base.
  • Assist in other ad-hoc system or data-related tasks as directed.
Skills & Experience
  • Experience in an IT help desk support function - preferably in a clinical environment
  • Understanding of Service Desk Service Management principles, delegation and prioritisation.
  • Strong computer skills
  • Ability to diagnose and troubleshoot issues
  • Strong customer service and communication skills
  • Writing and editing skills (for updating manuals or procedural guides as needed).

If this sounds like you, please apply now with a covering letter addressing the above position requirements or call Christy Roy on 03 9828 6565 for more information.