Address- Full Time Ongoing
- Responsible for providing support of operational queries from staff across Monash Health
- Demonstrated experience in an ICT Support Services/ Service Desk is a requirement
About Monash Health
Monash Health is Victoria’s largest public health service. We are proud to provide healthcare to one quarter of Melbourne’s population, across the entire life span from newborn and children, to adults, the elderly, their families and carers. For more information please visit www.monashhealth.org.
About the Digital Health Division
The Digital Health Division (DHD) is a division at Monash Health under one executive sponsor (Executive Director Information Development) that combines three departments:
- Technology Operations – provides support for the use and development of Information and Communications Technology across Monash Health;
- Project Management Office (PMO) – the objective of the PMO is to achieve consistently successful project execution that is efficient and well managed. The PMO serves as a centralised project management service for all projects related to Monash Health’s division of Information Development; and
- Electronic Medical Record (EMR) Program – department responsible for the implementation of the organisation wide EMR which allows clinicians to be able to access a patient’s clinical information in one place easily.
This structure ensures a cohesive delivery of an Information System goal of moving towards a paperless health care environment while simultaneously supporting the priorities and needs of the health service. Designed well, ICT combined with the EMR will streamline clinical workflow and processes delivering improvement in quality and efficiency, with a high level of user experience improving patient care.
Technology Business Services at Monash Health supports a wide range of Information and Communication Technology (ICT) services and equipment throughout Monash Health.
Reporting to the Customer Care Team Leader, the IT Service Desk Technician is responsible for providing support in the delivery of end point infrastructure and applications and the handling of operational queries from staff across Monash Health.
The Customer Care team is a customer focused team and is required to work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients.
The successful applicant will be expected to support the direction of the Electronic Medical Record (EMR) which went live in August 2019 and assist in the growth of all ICT initiatives, inclusive of recent ‘work from home’ and M365 solutions.
The position is based in Clayton but will be required to work across all Monash Health sites as well as working from home utilising Monash Health supplied resources. The position reports to the Customer Care Team Leader. Ability to work a rotating On-call Level 1 roster as required. The position is full time ongoing.
Key responsibilities for the position are as follows;
- Receiving and actioning service desk calls for ICT faults, service requests, and queries.
- Ensuring support tickets are managed in a timely manner and closed off with appropriate levels of documentation.
- Providing exceptional customer service including clear and professional communication.
- Supporting a wide range of applications and software including Microsoft/M365 products and various specialised medical software.
- Support, provisioning, and configuration of hardware devices.
- Face to face end user support activities.
- Equipment warranty and service management for designated devices and equipment.
- Achieving set Key Performance Indicators (KPIs).
- Maintain and adhere to operational procedures and complete appropriate support documentation when
- procedures change.
- Prioritise and make decisions regarding technical solutions based on policy and operational guidelines.
- Develop and maintain a customer focused culture and contribute to a friendly and co-operative working environment; fostering strong working relationships with all colleagues to deliver quality outcomes.
- Actively contributing to the identification of process improvements with day-to-day operational workflows.
- Ensuring Monash Health TBS initiatives (such as the TechBar) operate efficiently by providing feedback on a regular basis to the TBS management team.
- Participate in ad hoc projects as directed by TBS management team.
- Other duties as assigned from time to time by TBS management team.
- Ability to work a rotating On-call Level 1 roster if required.
- Provide a friendly, courteous and professional greeting and support to all visitors/patients
- Answer and assist incoming callers in a friendly, courteous and professional manner at all times
- Ensure an appropriate standard of presentation of the reception area
- Administrative support to the Administration Manager and medical employee as appropriate
- Maintain currency of internet knowledge news
Qualifications/registrations/licences:
- Tertiary and/or Industry Qualifications in Information Technology
- Industry Certifications relating to service delivery methodologies (such as ITIL)
Technical skills/knowledge/experience
- Demonstrated experience in an ICT Support Services/ Service Desk role.
- Strong analytical trouble shooting skills.
- Ability to resolve system faults relating to Level 1 and Level 2 technologies
- Excellent verbal/written communication and documentation skills.
- Excellent customer service skills.
- Experience in ICT device configuration/provisioning including mobile and paging devices
- Demonstrated experience in working in a “best practice” environment in particular Change, Incident and Problem Management.
- Knowledge of ITIL standards
- An understanding of structured project management in relation to the delivery of ICT projects
- Ability to foster working relationships and contribute to positive team culture.
- Ability to work within deadlines.
- Ability to work unsupervised.
- Excellent time and personnel management skills.
- Experience in vendor management, dispute resolution and account management.
- Demonstrated ability to achieve set Key Performance Indicators (KPI) and/or Net Promotor Scores (NPS)
- Exposure to service, stock and financial reporting.
Other position requirements
- As we support a culture of safety through employee immunisation, there must be documentation provided confirming completed immunisation on employment at Monash Health
- Current and satisfactory Police Check (must also comply with Aged Care Act 1997 Accountability Amendment Principles 2012 if working in Aged Care setting)
- Current and satisfactory Working with Children Check.
- Applicants who are new to Monash Health will be required to enter into an Employment Agreement before commencement
- Applicants who are new to Monash Health must provide evidence of immunisation before they can receive an offer of employment
- This role requires the applicant to hold and maintain a current driver’s license valid in the State of Victoria.
- Ability to work a rotating On-call Level 1 roster if required.
- National police and working with children check.
- To deliver on time and on budget all assigned initiatives under the IT strategy.
- To participate in the implementation of the IT strategy.
- Achieve minimum personal NPS score (and team NPS score) as agreed with Director of TBS.
- The incumbent will be required to work across all Monash Health sites.
What We Offer:
- Salary packaging
- On-site fitness centre
- On-site subsidised car parking
- Monthly ADO’s (available for full-time employees)
- Free lifestyle management seminars (superannuation, retirement, etc.)
- Access to salary packaging, private health insurance and industry banking at competitive rates.
How to Apply
Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity, and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.
Applications will only be accepted via the Monash Health online Mercury System only. Email applications will not be considered.
Existing Monash Health Employees should apply using your Monash Health employee account. For any queries regarding employee accounts contact Recruitment Services by email – ***********@monashhealth.org.
Offers of employment can only be made once all required probity checks have been completed. These include:
- reference checks;
- a clear Police Check conducted within the last three months;
- a current Victorian Employee Working with Children’s Check (or proof of payment for same);and
- proof of immunisation.
A request to conduct probity checks does not guarantee that an offer of employment will be made.
As part of our selection process, you may be invited by email to participate in an on-camera video interview.
To comply with Victorian Public Health directions, all employees working in the Public Health system must be fully vaccinated against COVID-19 and are required to provide acceptable evidence of their vaccination status. To support your application, and to be compliant with any public health orders in place at the time of, and during, your employment, you will be required to upload evidence of full vaccination against COVID-19. Acceptable evidence is a copy of a Government Official Immunisation History Statement or Digital Certificate showing all vaccination dates. It is a requirement of Monash Health to collect, record and hold vaccination information. Offers of employment will only be made to candidates who can provide acceptable evidence that they meet full vaccination status.
