Senior Customer Service Officer, Vienna

Take the next step in your career with this exciting opportunity within eHealth. The Senior Customer Service Officer role plays a pivotal support function providing a single point of contact for first level Information Communications and Technology (ICT) services for all Queensland Health departments and Health Services. The role assists the management of the team in maintaining the successful operation of the Digital Service Centre and its business and operational processes by providing coaching, mentoring quality assurance, and escalation pathways for the team.

Working in a fast paced, dynamic environment, across a 24/7 shift work roster you will be supporting clinicians and staff around the state with first level IT support inquiries, logging requests and incidents for each customer. Your proactive, professional, and regular interactions with the Queensland Health customer base, providing timely, accurate and high-quality information will support clinical and customer service delivery outcomes.

What you’ll do

Provide high-quality customer service to all Queensland Health ICT customers via telephone, live chat, web portal, and email communication

Log all incidents/requests in an Information Technology Infrastructure Library (ITIL) compliant tracking system

Assist the Digital Service Centre Management team in maintaining the successful operation of the Digital Service Centre and its workflows through a range of operational tasks and processes including overseeing the operation of the centre during after hours

Assist with the provision of coaching, training, feedback and mentoring as needs are identified for multiple team members to facilitate provision of high-quality customer service, ticket hygiene, and increased technical and procedural knowledge.

Assist with the clarification of the Incident Process including prioritisation and escalation of major incidents.

About you

Demonstrated leadership skills with the ability to manage processes and procedures of best practice service desk functions, including the ability to coordinate and allocate work to meet agreed service levels in a highly focused customer service environment.

Proven ability to work as a team member including the ability to coach and mentor a team by providing regular performance, developmental and quality feedback

Demonstrated ability or the ability to quickly learn an Information Technology Service Management (ITSM) tool, including ServiceNow and ITIL Service Management processes, primarily request and incident management.

Experience in the use of Microsoft Office suite of applications (Outlook, Word, Excel, OneDrive, Teams ) and the ability to provide customer support for contemporary Windows operating systems.

Effective problem-solving skills with the ability to identify opportunities for continuous improvement in a highly focused customer service environment.

Why work with us?

12.75% superannuation

17.5% leave loading

Access to 24/7 confidential employee support providers and counsellors including for immediate family members

Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.

Access to a variety of programs and initiatives to support training and career growth.

Grow your skills through hands‑on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds. Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.

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