ICT Service Desk Agent Western Health location Melbourne.

About the role this position is responsible for providing first and second-level service desk support, communications technologies, desktop support and configuration, EMR support.  This role requires knowledge and hands on experience in using an ITIL (Information Technology Infrastructure Library) based IT service management system (ITSM).  On a day to day basis, the DTS Service Desk Agent will work within the Service Management Section of DTS to manage the DTS Service Desk.

A key function of this role is to provide support and assistance to Western Health (WH) staff who may encounter issues or problems (preferably remotely), need help configuring or operating end user technology devices, and other similar tasks that arise from time to time. Flexibility to work throughout Western Health’s catchment region as necessary and to work outside normal business hours is integral to this role as is the ability to work under broad direction with minimal supervision.

The role is act as a key conduit between the technical operations team, end-users, or the various managerial/supervisory/administrative staff within Western Health who request new personnel. The incumbent is to taking into account how using role based access control, they can effectively provide end-users sufficient, secure and appropriate access in order to perform their day to day clinical and administrative tasks.

As part of this role they will evaluate the IT operational processes within the organisation and develop improved processes and workflows to provide better value to the staff and the organisation.  This will include how staff access and are using their technology and assessing the training needs for the organisation.  The role would then establish programs for staff to improve their access to the data/systems they require, to also improve computer literacy and maximise their use of technology through online training, knowledge base and face to face training.

Evaluation of the various programs is a key component of the role to ensure that there are ongoing improvements that will improve staff’s computer usage and reduce the reliance of DTS Operations support. This position will also be responsible for lifecycle account management for end-users of clinical systems at Western Health, including but not limited to Western Health’s Cerner EMR and Patient Administration System (iPM). Special notes recruitment Agencies do NOT contact any DTS staff/management directly.

About us our workforce of over 7,000 employees are driven by our values of ‘Compassion, Accountability, Respect, Excellence and Safety’ (CARES). We value our people and provide them the opportunity to grow and develop.  Our teams are friendly and supportive, ensuring we deliver a safe, person-centred and connected patient experience.

Western Health comprises of three acute public hospitals Footscray, Sunshine and Williamstown Hospital. We also operate the Joan Kirner Women’s and Children’s, Sunbury Day Hospital, Transition Care at Hazeldean and a range of community based services. We care for a diverse community of over 1 million people with complex care needs ranging from Neonates to Geriatrics.

Our employees enjoy a wide range of benefits such as professional development support. Career advancement opportunities. Salary packaging including novated vehicle leasing. Work-life balance. Western Health is an equal opportunity employer committed to attracting and retaining diversity in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people.

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe. All appointments are made subject to a satisfactory Police Record Check, an Immunisation status clearance and (if applicable) a Working with Children’s Check.