It Helpdesk Officer

• Extensive investment in facilities and people supporting our significant service expansion

• Free On-site Parking

• Salary $62,020.4 (HS1) to $70,855.20 (HS2) depending on skills plus super 

  +11% Super + Benefits
• Salary packaging options that increase your take-home pay

A career in the forensic mental health sector is diverse, challenging and rewarding. A career at Forensicare will be like no other. If you're passionate about supporting people in their mental health recovery, Forensicare is where you need to be. You will be a part of a caring and supportive team, making a real difference to people living with the dual stigma of mental illness and offending. We approach our work with curiosity and a commitment to understanding the unique needs of our consumers and carers. Working across community, hospital and prison settings, you can learn, apply your specialist skills and advance in your profession. Together, we can contribute to a more connected, compassionate mental health and criminal justice system.

Job location

Our Corporate Office is located at Thomas Embling Hospital, just 15 minutes north of the city. ?Due to our announced expansion across all Directorates, we have a need for experienced, like-minded professionals to join our team to support our growing services. Our Directorates include Thomas Embling Hospital, Prison Operations and our Community Directorate, with highly skilled disciplines including Nursing, Lived Experience, Occupational Therapy, Psychiatry, Psychology and Social Work. We have an outstanding L&D and discipline Educator cohort that continually upskill our already skilled and supportive team.

About the Role:

To work as part of both the Service Desk and the IS Services Team in provision of Level 1 support, offering technical resolutions to hardware & software problems and to document all relevant processes

Duties:

• Actively respond to telephone calls, Service Desk incidents and client service requests in an efficient and professional manner at all times.
• Accurately log, action and escalate incidents to resolve technical problems.
• Accurately document all solutions to technical issues and processes.
• Management of personal workload to ensure Level 1 Service Levels are achieved and maintained.
• Proactively work with the Service Desk Lead to triage and manage priority/business critical incidents logged with the Service Desk. 
• Maintain excellence in attitude and performance towards client service and meeting Service Levels/Key Performance Targets.
• Ensure progress on incidents is accurately recorded and communicated to the client.

About You:

• Experience in Client service and support.
• Highly developed technical & problem solving skills.
• Excellent communication skills and Client service focus.
• Excellent administration and personal organisational skills.
• Flexibility in working hours (7.6 hour day, occasional after hours work between 7:30am and 6pm).
• Ability to work and deal with difficult people and situations in a professional and courteous manner.
• Good organisation and time management skills.
• Displays confidence and initiative.
• Victorian Certificate of Education - V.C.E. (Desirable)
• Microsoft (or similar) Certifications eg. MCP, A+ or MCSE (Desirable)

What you need:

• Direct desktop hardware support skills (of discipline, practices, industry etc.)
• Demonstrated practical experience in support of computer systems in a Service desk environment.
• In-depth knowledge of Networking and Computer Systems.
• In-depth knowledge of the Microsoft suite of products including Active Directory.
• A current Victorian Driver's Licence.

A culture where people matter.

• Excellent supervision and investment in the skill development of all our team members.
• Well defined career pathways existing across our Directorates with multi-disciplined Teams.
• Salary Packaging Options available – Mortgage, Rent, Car, Expenses
• A leading, multi-faceted approach to safety, with unparalleled strategic, practical, individualised and team-based support to minimise risks and fear and maximise safety and security, underpinned by our workplace health and safety strategy.
• Celebration and reward for good performance through employee recognition.
• Access to an employee assistance program—an external, confidential, self-referral employee well-being program for personal or work-related matters.
• A mental health and wellbeing program providing psychological, peer support and critical incidence response programs.

For more information on Careers at Forensicare, visit https://www.forensicare.vic.gov.au/careers

*Please Note - Applications will be reviewed and Interviewed as they are received.

Eligibility

• COVID-19 (x3), Influenza and Immunisation requirements specific to position Infection Control requirements
• This position is subject to a satisfactory Police Check

Forensicare is an equal opportunity employer committed to attracting and developing a diverse workforce that reflects our community. We encourage applications from Aboriginal and Torres Strait Islander people, people who identify as LGBTQI, people with a lived experience of disability, and people from culturally and linguistically diverse backgrounds. Forensicare promotes our guiding principles of curiosity, purpose, strong ethics, compassion, and fairness and promotes behaviours that are always consistent with these values. Forensicare is an equal opportunity employer and offers a smoke-free environment.

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