Service Desk Officer

Australian Red Cross

Helping Australians be the healthiest they can through life-giving biological products like blood, tissue, organs & milk

Australian Red Cross Lifeblood is a division of the Australian Red Cross. We’re an organisation committed to providing life-giving essence to support the everyday well-being of all Australians.

We’ll always be there for Australia. Not just by giving blood, but through our clinical excellence, commitment to education and our ongoing investment in research and development. We’re a team of experts who deliver safe, high quality products time and time again. We work tirelessly to develop innovative solutions; whether it be for blood, organ matching, tissue typing or donated breast milk. We’re here to support all Australians — from the youngest to the most vulnerable —when they need us.

We’re united through the power of humanity to build a healthier nation. What we do is only possible through the generous donations of almost half a million unpaid voluntary donors.

Reporting to the Service Desk Team Leader, you'll be responsible for the provision of 1st and 2nd level ICT support for all Lifeblood staff. A day in the role will see you use your ICT knowledge to respond to, manage, and resolve incidents and requests within our IT Service Management suite and deliver a great customer experience to our internal stakeholders. 

• 💬 Customer Advocacy and Feedback
  

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 💬 Customer Query Handling
  

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

• 👍🏼 Complaints Resolution
  

  Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

• 💪🏼 Resilience
  

  Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change

• ✅ Prioritization
  

  Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

• 🛎 Service orientation
  

  Actively seeks and develops strategies to help key stakeholders