Customer Support Officer (Grade 3), Information Technology, SWARH

Key responsibilities 

• Provide remote and onsite technical support to SWARH customers and staff, managing and resolving incidents, service requests and end-user ICT issues.
• Manage service requests, respond to customer enquiries, communicate progress, meet SLA targets and escalate complex issues where required.
• Maintain ICT knowledge articles, contribute to process and service improvements, support change management activities and assist with monitoring service performance.
• Follow ICT policies, security and information management requirements, participate in phone queues and after-hours on-call rosters, and maintain professional development and mandatory training.

What we’re looking for 

• Demonstrated experience providing remote and face-to-face ICT support in complex organisations, including troubleshooting hardware, software and technical issues.
• Strong knowledge of Microsoft Windows operating systems, Windows Server platforms, Active Directory and Exchange account support, with an understanding of scripting languages.
• Proven ability to analyse and resolve complex technical issues, use IT support ticketing systems, assess information and recommend appropriate solutions.
• Strong written and verbal communication skills, with the ability to work independently and collaboratively, develop quality support documentation and deliver effective customer service.

Position Description  

Please note Barwon Health will only contact you via our official email and never use unconventional means, such as text messaging or other services. 

About SWARH

Our major sites include University Hospital Geelong in Geelong’s CBD, the McKellar Centre precinct in North Geelong, Barwon Health North in Norlane, and residential aged care facilities spanning the region. Comprehensive mental health, community health and dental services are delivered through various programs across the Barwon South West Region, including Torquay and Colac.

With Barwon Health as our lead agency, the South West Alliance of Rural Health (SWARH) provides IT services as a consortium of public health agencies situated through-out the South West region of Victoria.

Barwon Health staff benefits 

• Excellent working conditions and a strong sense of job satisfaction 

• A vibrant staff wellbeing program and access to our 24/7 Employee Assistance Program 

• Extensive professional development opportunities 

• Attractive salary packaging benefits 

• Living expenses capped at $9,010 

• Meals and entertainment capped at $2,650 

For more information about working at Barwon Health, please click here 

Diversity and inclusion 

Barwon Health is an inclusive and welcoming employer, committed to reflecting the diverse communities we serve. We value and celebrate people of all genders, sexual orientations, cultural backgrounds, faiths, abilities, family structures, and identities, and encourage applications from Aboriginal and/or Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, and members of the LGBTIQA+ community. 

Child safety 

We are strongly committed to the safety and wellbeing of all children and young people. Click here for further information on the Victorian Government’s Child Safe Standards 

Additional information 

If you need adjustments to participate in the recruitment process, please contact us at peopleassist@barwonhealth.org.au 

All appointments are subject to: 

• Satisfactory Police Record Check 

• Immunisation Status Clearance 

• Working with Children Check (if applicable) 

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description. Please note: We do not accept resumes via email.