Service Desk Officer

Latrobe Regional Health; Traralgon; On-site; AUD 39,000 - 55,000; Part time

Benefits offered by this job

Salary packaging

Meals/Entertainment benefit

Professional development

Social club activities

Staff Wellbeing Centre

Fitness Passport

Job summary

Latrobe Regional Health is seeking a casual Service Desk Officer to deliver frontline ICT support across Gippsland Health Alliance. The role involves triaging calls, maintaining SLAs, and providing excellent customer service within a fast-paced ICT Operations and Support team.

Ideal candidates will have strong communication skills, IT knowledge and the ability to work in rotating shifts, with ITIL knowledge or relevant IT qualifications considered desirable.

Qualifications

• Excellent customer service with clear, professional communication.
• Strong organisational and time-management abilities.
• Solid understanding of computer systems and basic ICT support.
• Ability to work independently and in a rotating shift.
• Strong problem-solving and adaptability to changing priorities.
• ITIL knowledge or IT qualifications and familiarity with MS Windows/Office/Exchange.

Responsibilities

• Provide Level 1 ICT support, including triaging, prioritising and resolving service desk calls in line with SLAs.
• Deliver exceptional customer service, ensuring accurate capture of call information and effective communication with users.
• Support user administration and application access across GHA systems, working collaboratively with application and ICT teams.
• Maintain Service Desk documentation, procedures and reporting, contributing to process improvement and service catalogue development.
• Promote and support effective use of the Service Desk system, including onboarding and assisting new users.
• Collaborate with internal teams and external stakeholders to resolve incidents, elevate issues where required and support continuous service improvement.

Skills

Customer service

Time management

ICT support principles

Teamwork

Problem solving

ITIL knowledge

Tools

MS Windows

Office

Exchange

Job description

Are you seeking a rewarding and diverse Service Desk Officer role in a leading regional hospital? Join the Gippsland Health Alliance Team at Latrobe Regional Health, where we value our employees by providing a safe and supportive workplace culture that enables you to thrive.

Gippsland Health Alliance is looking for Service Desk Officer to join our growing team on a casual basis.

The Service Desk Officer provides frontline ICT support across Gippsland Health Alliance (GHA), delivering high‑quality customer service and technical assistance to internal and external stakeholders. As part of the ICT Operations and Support team, the role is responsible for managing and resolving Level 1 support requests, triaging calls and ensuring efficient operation of Service Desk processes. Working in a fast‑paced environment, the position contributes to system reliability, user satisfaction and continuous improvement of service delivery, while supporting broader ICT operations, project activities and service optimisation across GHA member organisations.

Working Together | We will respond to challenges together to create a safe, quality health service

The role of the Service Desk Officer is to:

• Provide Level 1 ICT support, including triaging, prioritising and resolving service desk calls in line with service level agreements (SLAs).
• Deliver exceptional customer service, ensuring accurate capture of call information and effective communication with users and stakeholders.
• Support user administration and application access across GHA systems, working collaboratively with application and ICT teams.
• Maintain Service Desk documentation, procedures and reporting, contributing to process improvement and service catalogue development.
• Promote and support effective use of the Service Desk system, including onboarding and assisting new users.
• Collaborate with internal teams and external stakeholders to resolve incidents, elevate issues where required and support continuous service improvement.

About you

Ideal candidates for this role will have:

• Excellent customer service skills with the ability to communicate clearly and professionally with a diverse range of users.
• Strong organisational and time‑management skills, with the ability to prioritise tasks and meet deadlines.
• Sound understanding of computer systems and basic ICT support principles.
• Ability to work independently and as part of a team in a fast‑paced, rotating shift environment.
• Well‑developed problem‑solving skills and the ability to adapt to changing priorities and service demands.
• ITIL knowledge or certification, relevant IT qualifications (e.g. Certificate/Diploma in IT), experience with service desk systems, and familiarity with MS Windows, Office, Exchange or similar environments (desirable).

Gippsland Health Alliance offers a range of benefits including:

• Salary packaging up to $9,000 per annum.
• Meals/Entertainment benefit up to $2,650 per annum.
• Encouragement for professional development and ongoing education.
• A range of social club activities, discounts and diverse workplace activities.
• Free access to our Staff Wellbeing Centre offering health education and wellbeing
• Access to discounted gym membership and fitness services through Fitness Passport Services.

Interested about this exciting opportunity, but want more information? We encourage you to contact Elise Bailey, Service Desk Team Leader email on ************@gha.net.au for a confidential discussion.

About us

Located in the picturesque region of Gippsland, Gippsland Health Alliance (GHA) offers the perfect balance between career and lifestyle. Enjoy easy access to Melbourne, stunning beaches, majestic mountains, and serene lakes. With flexible working hours, you can make the most of what Gippsland has to offer.

Gippsland Health Alliance is a consortium of all publicly funded health services in the Gippsland region. Our overarching objective is to provide timely information to health professionals and administrators whenever needed. At GHA, we are dedicated to transforming healthcare delivery and improving patient outcomes across the Gippsland region. Our goals including providing exceptional service which positively impacts our community, driving value for money solutions and enhancing the quality and efficiency of patient care by establishing a system to promote collaborative and coordinated services.

Diversity and inclusion

We embrace workforce diversity and actively encourage applications from across our community including Aboriginal and Torres Strait Islander people, people with linguistically diverse backgrounds, people of all genders and gender identities and people with disabilities. LRH's Aboriginal Hospital Liaison Officer is available to support Aboriginal and Torres Strait Islander descent applicants and can be contacted via email: ***************@lrh.com.au

Before commencement, the successful applicant will

Provide evidence of an original and valid National Police Record Check, an employee Working with Children Check, and a current season influenza vaccine (if applicable to work area), unless a valid medical exemption applies.