IT Service Desk Lead — 24/7 Health Support (Brisbane)

Working in a fast paced, dynamic environment, across a 24/7 shift work roster you will be supporting clinicians and sta around the state with first level IT support inquiries, logging requests and incidents for each customer. Your proactive, professional, and regular interactions with the Queensland Health customer base, providing timely, accurate and high-quality information will support clinical and customer service delivery outcomes.What you'll doProvide high-quality customer service to all Queensland Health ICT customers via telephone, live chat, web portal, and email communicationLog all incidents/requests in an Information Technology Infrastructure Library (ITIL) compliant tracking systemAssist the Digital Service Centre Management team in maintaining the successful operation of the Digital Service Centre and its workflows through a range of operational tasks and processes including overseeing the operation of the centre during after hoursAssist with the provision of coaching, training, feedback and mentoring as needs are identified for multiple team members to facilitate provision of high-quality customer service, ticket hygiene, and increased technical and procedural knowledge.Assist with the clarification of the Incident Process including prioritisation and escalation of major incidents.About youWe are searching for someone who has:Demonstrated leadership skills with the ability to manage processes and procedures of best practice service desk functions, including the ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment.Proven ability to work as a team member including the ability to coach and mentor a team by providing regular performance, developmental and quality feedbackDemonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool, including ServiceNow and ITIL Service Management processes, primarily request and incident management.Experience in the use of Microsoft Office suite of applications (Outlook, Word, Excel, Onedrive, Teams ) and the ability to provide customer support for contemporary Windows operating systems.Eective problem-solving skills with the ability to identify opportunities for continuous improvement in a highly focused customer service setting.Why work with us?Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing.Competitive salaries12.75% superannuation17.5% leave loadingEmployee wellbeing & developmentAccess to 24/7 confidential employee support providers and counsellors including for immediate family membersAdditional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.Access to a variety of programs and initiatives to support training and career growth.Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.Our commitment to equity, diversity and inclusionAt Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.Ready to apply?For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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