Please note that this opportunity is only available to existing Departmental staff at your substantive classification level. About the role: The Service Desk Officer is responsible for assisting Victorian Health Services and Health Technology Services application & support teams in responding to incidents, service requests and change requests. This position acts as a central point of contact between Health Technology Services and its clients, and triages incidents and calls as they come in. Other requirements include correctly assigning jobs to the right technical team(s), monitoring progress, and keeping clients informed regarding status. Working with the various support teams and clients, the focus of this position is to provide level 2 support to Victorian Health Services and Health Technology Services teams. To successfully undertake this role candidates must be: Familiar in working with end-to-end delivery of services from an IT Shared Services or Outsourcing environment operating within an ITIL framework. Able to meet deadlines, commitments, and Service Level Targets, including the ability to anticipate where service levels may be exceeded. Committed to quality and continuous improvement. Please review position description for further information about the role. About us: At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected. We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. About you: The Department of Health is seeking a responsive and customer-focused Service Desk Officer to provide high-quality frontline support to internal stakeholders. This role is critical in ensuring the effective resolution of ICT issues and service requests, contributing to the smooth operation of systems and services across the organisation. The successful candidate will demonstrate strong verbal communication skills, confidently conveying information in a clear and engaging manner while tailoring messages to suit different audiences. You will actively listen, seek to understand stakeholder needs, and respond in a way that builds trust and ensures clarity. Well-developed written communication skills are essential, including the ability to prepare clear, concise and accurate emails, reports and documentation. You will ensure all communications are fit for purpose, using appropriate tone, style and format to meet stakeholder expectations. A strong commitment to service excellence is required. You will proactively identify opportunities for continuous improvement, take ownership of resolving issues promptly, and contribute to enhancing service quality and timeliness. Monitoring user satisfaction and making practical improvements to processes will be a key aspect of the role. Effective self-management is critical in this fast-paced environment. You will plan and prioritise tasks to meet competing demands, remain composed under pressure, and take a thoughtful approach to problem-solving. By leveraging your strengths and actively managing areas for development, you will contribute positively to team outcomes. This is an excellent opportunity to join a collaborative team and deliver essential support services within a large and dynamic organisation. Mandatory Tertiary qualifications in a relevant ‘IT Service Management', Health or ICT discipline, or equivalent work experience. A minimum of 2 years previous experience within an ITIL environment or ITIL Foundations certification. Health sector ICT experience with database and application development skills including the ability to develop and maintain the ITSM tool (currently Infra Enterprise V8 on ORACLE 11G) would be highly desirable. On a personal level the candidate will be collaborative and customer-focused, building strong relationships across all levels while working effectively within a team environment. They will be adaptable and open to change, consistently seeking to improve services and deliver high-quality outcomes for stakeholders. What we offer: The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world. A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector. A strong commitment to work-life balance, including a diverse array of flexible working arrangements. How to apply: Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au . For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health . If you have any queries in relation to recruitment processes at Health, or experience any issues in applying, please feel free to email talentacquisition@health.vic.gov.au. Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly. Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy .
