Position Overview

The ICT Client Services officer role is key to the ICT support model at North Canberra Hospital (NCH) and participates in providing support and technical assistance for the operations of NCH and Clare Holland House (CHH). This position forms a pivotal service inside the hospital delivering first line of support for users and security, resolving hardware and software issues, building access, maintaining IT infrastructure, end user devices, telecommunications and VC equipment.

Duties

Under direction from the Client Services Manager, you will:

1. Follow ITIL processes to triage, escalate and provide technical assistance for a dynamic environment.
2. Participate in Helpdesk call centre support and issues resolution by phone, email, onsite assistance and
   face-to-face.
3. Administer Jira ticketing system.
4. Update and maintain Confluence ICT knowledge base.
5. Maintain an inventory of IT equipment, including tracking assets, performing regular audits, and assisting
   with procurement as necessary.
6. Administration of electronic access control management software and ID cards
7. The role is also required to undertake help desk activity and provide support outside usual business hours through rotating on call roster arrangement, this would be  for a seven continuous day period at a time for all hours outside of rostered on-site duty.
8. Undertake other duties appropriate to this level of classification which contribute to the operation of the
   organisation.

About you

CHS is committed to workforce diversity and to creating an inclusive workplace. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply.

Position Requirements / Qualifications

Behavioural

• Customer service orientated.
• Effective communicator.
• Time management skills.
• Teamwork.
• Ethical and Professional Conduct.

Mandatory

• Proven interpersonal and written communication skills, in particular; the ability to communicate technical
  and business ideas clearly to a variety of stakeholders who are often under stress when contacting the
  service desk.
• Good technical skills and experience working with ITIL support model.
  Sound knowledge and understanding of Active Directory (AD), Jira Citrix and office 365 applications.
• Knowledge of healthcare data security and patient confidentiality requirements, including data
  encryption, access controls, and secure data transmission.
• Ability to prepare end-user and technical documentation to be interpreted at all levels.
• Ability to work effectively as a team member and adapt to changing situations whilst under pressure.
• Strong client focus with a commitment to respond to client needs effectively, efficiently and in a timely
  manner.
• This role requires you to have or obtain and maintain an Australian Government Personal Vetting/NV1.
• Security Clearance which will be sponsored by the ACT Health Directorate. In order to be eligible for an Personal Vetting/NV1 security clearance, you must be an Permanent Resident/Australian citizen.
• Hold and maintain a current unrestricted Drivers Licence for passenger cars.

Desirable

• Experience working in a Digital Health Record environment.
• Tertiary qualifications within Information Technology
• Experience troubleshooting telecommunication technologies.
• Sound experience supporting Cisco WebEx and Teams environments.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Fulfil the responsibilities of this role in alignment to the CHS Exceptional Care Framework and all other related frameworks.

Please note prior to commencement successful candidates will be required to:

• Undergo a pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your CV and experience.

1. Proven interpersonal and written communication skills, in particular; the ability to communicate to a
   variety of stakeholders and prepare end-user and technical documentation to be interpreted at all levels.
2. Sound knowledge and understanding of Active Directory (AD), Jira and Citrix.
3. Ability to work effectively as a team member and adapt to changing situations whilst under pressure.
4. Knowledge of healthcare data security and patient confidentiality requirements, including data
   encryption, access controls, and secure data transmission.
5. Strong client focus with a commitment to respond to client needs effectively, efficiently and in a timely
   manner within an ITIL support model.
6. Demonstrates understanding of, and adherence to, safety and quality standards, work, health and safety
   (WH&S) and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable,
   progressive, respectful and kind.

Work Environment Description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.