Service Desk Officer

at Royal Flying Doctor Service QLD
Published September 8, 2023
Location Sydney, Australia
Category Admin and Clerical  
Job Type Full-time  


Service Desk Officer Royal Flying Doctor Service QLD location Sydney.

The Royal Flying Doctor Service (RFDS) is seeking a Service Desk Officer to join our Digital & Technology Shared Services Team. As part of this role, you will provide daily technology and IT service management support to RFDS employees, across ICT incidents, problems, and requests. This role will be responsible.

Provide first-level support to users of incoming requests in-person, phone, email and ticketing system and diagnose and troubleshoot hardware, software and connectivity issues. Escalate complex issues to the appropriate resolver teams while ensuring timely follow-up and issue resolution.

Support and issuance of end user devices. Support IT Operations teams as required in troubleshooting and ensure ICT environment is compliant. Collaborate with fellow team members to share knowledge and contribute to continuous improvement initiatives.

Provide ‘on call’ 24-hour support for one week every 6 weeks (additional allowances are applicable). On occasion travel within QLD and NSW (negotiated with respect to availability). This role is a permanent, full-time role based in Surry Hills, NSW.

The RFDS (Queensland Section) and RFDS (South Eastern Section) collaborate to offer shared Digital & Technology support and maintenance services. A unified team from both sections work together in a single Shared Service to provide top-notch technology services to both organisations by utilising our combined expertise.

Who are we looking for we're looking for a Service Desk Officer who is a positive team player, highly analytical and willing to go above and beyond in delivering exceptional support services for our end users. In addition, you will have a certificate or diploma level qualification in Information Technology, ITIL Foundation Certification (desired) and you will demonstrate 1-3 years experience in ICT Support, Helpdesk or Service Desk, and Customer Service.

Demonstrated experience in troubleshooting and fault/problem resolution. Confident communication skills (both verbal and written) with a customer-focused approach to providing support at all levels. Understanding of ITIL Framework and IT Service Management.

About the Royal Flying Doctor Service the RFDS is one of the world's largest and most comprehensive aeromedical organisations. Using the latest in aviation, medical and communications technology, the RFDS works to provide emergency medical and primary health care services to anyone who lives, works or travels in rural and remote Australia.

Why Join the RFDS your contributions as an employee of RFDS (Queensland Section) are vital in aiding people on the frontline, and our support services team.  By joining the RFDS, you will work with a collaborative and supportive team who are passionate about our purpose and proud of their contribution. Receive a competitive salary up to 75K + Super + On Call Allowances (when rostered).

Access to generous not-for-profit tax-free benefits up to $18,550, increasing your take-home pay. Access to our Employee Assistance Program including counselling, nutrition sessions, financial sessions, and legal advice. Private health insurance discounts. Novated leasing available. Access to a full allocation of a newly launched uniform range at no cost. The opportunity to be a part of the iconic Royal Flying Doctor Service team.

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