Service Desk Officer (Identified Position)1 FT PermanentBased in CairnsAdministrative Grade 3 Salary $ 64,793.84 – $69,094.62 per annum‘Keeping Our Generations Growing Strong’Wuchopperen is a Community Controlled Aboriginal Health Organisation providing holistic health care services to the Aboriginal and Torres Strait Islander people of Cairns.Benefits of working with Wuchopperen:We provide a positive work culture and a diverse and inclusive environment. Our people matter to us, and we are committed to supporting them:Competitive Salary + 12% Super + Salary Sacrifice (up to $15,899 for tax free benefits and $2,650 p/a for-entertainment benefits).5 weeks annual leave and 15 days personal leave pro rata.Commitment to professional development.EAP for employees and family members.About the role:To provide exceptional first line, level one Information Technology (IT) support and customer service to Wuchopperen employees ensuring staff have the tools and resources to sustain high performance, productivity and maintain quality health service delivery.The Service Desk Officer is supervised by the Chief Information Officer (CIO) and the position has no supervisory responsibilities.This position works closely with other members of the IT and Corporate Support Teams and maintains regular contact with all staff to ensure effective outcomes.Key responsibilities:Provide effective, efficient, and timely first line IT support by responding to inbound requests to identify, diagnose and resolve software and hardware faults and queries for end users across the organisation.Co-ordinate IT incidents and help desk requests (log and action), using documented resolution steps and knowledge base articles.Contribute to the development, and continual improvement of relevant IT procedural documentation, including training and employee induction material.Assist the IT Team in conducting IT orientation training and regular training programs.Contribute to the development, implementation and review of IT related projects.Assist with the installation and maintenance of networking and computing infrastructure and associated software where required.Support the lifecycle of IT assets, ensuring they are properly accounted for, maintained, and disposed of in accordance with asset management processes.Ensure customer satisfaction by reviewing customer feedback and acting upon suggested improvements.Participate in organisational and community activities to advance the health and wellbeing of Aboriginal and Torres Strait Islander people.Work within Wuchopperen’s Policies and Procedures including the Staff Code of Conduct and the Work Health and Safety requirements and contribute to continuous improvement processes to ensure compliance with relevant standards and safe, effective service delivery.Other duties as required, within your skills, experience and capacity.For applicants to be successful in this role, they should demonstrate:A fundamental understanding of Information Technology, including level one customer support, and a willingness to develop technical experience in identifying, diagnosing, and resolving software and hardware faults.Knowledge and understanding of Aboriginal and Torres Strait Islander societies and cultures from an historical and contemporary perspective, including the ability to communicate effectively and sensitively with Aboriginal and Torres Strait Islander people.Willingness to learn administrative duties to aid support of Microsoft products in particular Microsoft Teams, Azure Active Directory and other associated technological equipment.Excellent interpersonal, communication and customer service skills including the ability to liaise with a range of stakeholders as well as effectively advocate for Aboriginal and Torres Strait Islander people.Demonstrated ability to work independently and in a multi-disciplinary team environment, prioritise and meet deadlines, and deal with matters of a sensitive and confidential nature.Demonstrated ability to meet and work within the core values and behaviours of Wuchopperen.Qualifications and experience:While not an essential requirement, relevant tertiary qualifications are highly desirable and/or experience in a similar IT customer support role.The successful applicant will be required to pass CompTIA A+ and ITIL foundation within the probation period. This training will be supplied and funded by Wuchopperen Health Service.Requirements:It is a condition of employment in this role for the employee to be, and remain, vaccinated against measles, mumps, rubella, varicella (chicken pox), pertussis (whooping cough) and hepatitis B.It is highly recommended that the successful applicant be vaccinated against COVID-19.It is a condition of employment that all employees are holders of a current and valid ‘blue card’ or Working with Children Check. This is at your cost. Employment cannot continue or commence if you do not have a ‘blue card’ or if your ‘blue card’ is withdrawn or is disqualified.Possession of a current Queensland “C” class driver’s licence is essential.Commitment to work within the principles of an Aboriginal and Torres Strait Islander community control health service including a willingness to develop the leadership of Aboriginal and Torres Strait Islander staff.Ability to use Microsoft products and the ability to use or willingness to gain proficiency in the client information management systems.A commitment to adhere to Wuchopperen’s policies and procedures.Applicants who do not address these requirements, will not be considered for shortlisting.How to apply:To be eligible for interview, applicants must submit a cover letter (no more than two pages), addressing the Core Capabilities, an up-to-date Resume including two referees and complete the screening questions provided from Employment Hero.For more information contact Frankie Clive, Chief Information Officer on 07 4080 1034The above is an Identified position. It is a genuine occupational requirement that an Identified position be filled by an Aboriginal or Torres Strait Islander person, as permitted by and arguable under section 25, 104 and 105 of the Queensland Anti-Discrimination Act (1991).Wuchopperen is a Child Safe Organisation, and the safety and wellbeing of children is of utmost importance.Closing date for applications: 5pm on Monday 31st March 2025
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