Service Desk Officer

GHA; Traralgon; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Salary packaging

Meals/Entertainment benefit

Professional development

Staff Wellbeing Centre access

Fitness Passport gym discounts

Job summary

Gippsland Health Alliance (GHA) is seeking a Service Desk Officer to provide frontline ICT support across Gippsland Health Alliance member organisations. The role offers full-time, part-time or casual arrangements within a fast-paced ICT Operations team aimed at improving system reliability and user satisfaction.

Responsibilities include triaging calls, maintaining documentation, onboarding users, and collaborating with IT teams to resolve incidents.

Qualifications

• Excellent customer service and clear communication with diverse users.
• Strong organisational and time management skills.
• Understanding of computer systems and ICT support principles.
• Ability to work independently in a fast-paced, rotating shift environment.
• ITIL knowledge or IT qualifications and familiarity with service desk systems.

Responsibilities

• Provide Level 1 ICT support, triaging and resolving service desk calls in line with SLAs.
• Deliver excellent customer service and accurately capture call information.
• Support user administration and application access across GHA systems.
• Maintain Service Desk documentation, procedures and reporting.
• Promote and assist onboarding of new users and ongoing system knowledge.
• Collaborate with internal and external stakeholders to resolve incidents and drive service improvement.

Skills

Customer service

Time management

ICT basics

Teamwork

Problem solving

ITIL knowledge

IT qualifications

Education

Certificate/Diploma in IT

Tools

MS Windows

MS Office

Exchange

Job description

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Latrobe Regional Health is a leading provider of health care services across the Gippsland Region

About the role

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 full time, part time or 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, escalating 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 Thomas Burton, Manager Service & Agency Support email on [e-mail] for a confidential discussion.

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: [e-mail]

Applications Close: 19 October 2026

Explore all the great things happening at LRH by visiting our Careers and Training page of our website www.lrh.com.au/Careers-and-Training/ and take the next step in your career journey.

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.

Latrobe Regional Health acknowledges the Gunaikurnai and Bunurong peoples as the traditional custodians of the land on which our health services are located. Our commitment to improving the health and wellbeing of Aboriginal and Torres Strait Island peoples is supported by our recognition and respect for their connection to their ancestral lands.