ICT Client Services Officer - Decision Support Unit

ACT Health; Canberra; On-site; AUD 84,000 - 95,000; Full time

Benefits offered by this job

Salary packaging

On-site facilities

Employee Assistance Program

On-site cafe

Job summary

ACT Health is seeking an ICT Client Services Officer for the Decision Support Unit to deliver frontline Helpdesk support across a hospital ICT environment. You will triage, escalate and resolve issues using Jira and ServiceNow, while maintaining the knowledge base and asset inventories.

You will support desktop OS, Microsoft 365, Citrix, telehealth and AV platforms, with on-call rotation outside normal business hours. A focus on security and patient privacy is essential.

Qualifications

• Experience providing Helpdesk support in an ICT environment.
• Strong customer service and communication skills.
• Familiarity with ITIL processes and incident management.
• Ability to triage, escalate and resolve ICT issues across a diverse environment.

Responsibilities

• Provide Helpdesk support via phone, email, onsite and face-to-face.
• Maintain the Confluence ICT knowledge base and asset inventories.
• Support procurement activities and manage IT equipment.
• Administer access control systems and ID cards.

Skills

Helpdesk support

Customer service

Communication

Troubleshooting

Tools

Jira

ServiceNow

Microsoft 365

Citrix

Cisco WebEx

Active Directory

Job description

ICT Client Services Officer - Decision Support Unit

Employment Type: Full Time, Permanent
Classification: Information Technology Officer Class 1 (PN LP7019)
Salary: $84,284 - $95,083 (Plus 12.5% Super)
Location: North Canberra Hospital, Bruce
Section: Decision Support Unit - ICT
Closing Date: 21st October 2026

What can we offer you:

Competitive pay rates and excellent working conditions within a tertiary hospital.

Salary Packaging with many options that provide full fringe benefits tax concessions.

Flexible working conditions.

Access to Employee Assistance Program.

Access to onsite Physiotherapists.

Access to onsite cafes, staff cafeteria, pharmacy and gift shop.

About the Role:

Are you the person everyone turns to for technical support? Do you enjoy solving complex ICT problems while delivering outstanding customer service? Join our team and play a vital role supporting the technologies that keep our healthcare services connected, secure and running smoothly.

In this role, you will provide technical support across a diverse ICT environment, following ITIL processes to triage, elevate and resolve issues. You will deliver Helpdesk support via phone, email, onsite and face-to-face interactions, while managing requests through Jira and ServiceNow. Responsibilities include maintaining the Confluence ICT knowledge base, managing IT equipment and asset inventories, supporting procurement activities, and administering electronic access control systems and ID cards.

You will support desktop operating systems, clinical applications, Microsoft 365, Citrix, telecommunications systems and end-user devices, as well as audio-visual, video conferencing and collaboration platforms, including Microsoft Teams, Cisco WebEx and telehealth technologies. The role also participates in a rotating on-call roster to provide support outside standard business hours.

You are a customer-focused ICT professional with experience supporting enterprise environments, including Microsoft 365, Active Directory, Citrix and Windows platforms. You have strong communication skills, enjoy troubleshooting technical issues and can effectively support a diverse range of users.

Experience with Jira, ServiceNow, Microsoft Teams, Cisco WebEx and telehealth technologies will be highly regarded. You thrive in a fast-paced environment, can manage competing priorities, work collaboratively and independently, and demonstrate a commitment to security, privacy, safety, quality and continuous improvement. Most importantly, you embody the CHS values of Reliable, Progressive, Respectful and Kind.

The successful candidate will hold a current unrestricted Driver's Licence, be eligible to obtain and maintain an Australian Government NV1 Security Clearance and obtain an ITIL Foundation certification within six months of commencement.

Please note: This role requires you to have or obtain and maintain an Australian Government Personal Vetting/NV1 Security Clearance. To be eligible for a Personal Vetting/NV1 security clearance, you must be a Permanent Residence/Australian Citizen.

Canberra Health Services (CHS) is focussed on the delivery of high quality, effective, person-centred care. It provides acute, sub-acute, primary and community‐based health services, to the Australian Capital Territory (ACT) and surrounding region. More information can be found on the CHS website.

Our Vision: creating exceptional health care together
Our Role: to be a health service that is trusted by our community
Our Values: Reliable, Progressive, Respectful and Kind

CHS is committed to workforce diversity and to creating an inclusive workplace. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply.

If you would like further information regarding this opportunity, please contact Kylie McKay at ***********@act.gov.au.