IT Service Desk Operator

IT Service Desk Operator- Casual
Grampians Health | Ballarat | Information Technology
Classification: Admin HS2.1 - HS2.5 (dependent on qualifications and experience)

We're looking for a customer-focused IT Service Desk Operator to join the Grampians Health Information Technology team in Ballarat.

As an IT Service Desk Operator, you'll be one of the first points of contact for staff needing IT assistance. You'll help diagnose and resolve technical issues; manage service requests and make sure our people receive timely, practical and professional support.

This is a great opportunity for someone who enjoys troubleshooting, technology and helping people and wants to develop their IT career in a large and diverse technology environment.

What you'll do

As part of the IT Service Desk team, you'll provide frontline technology support across Grampians Health.

Your responsibilities will include:

• Providing first & second level IT support for incidents and service requests

• Responding to customer enquiries and providing friendly, professional support

• Logging, triaging, prioritising and managing requests through our IT Service Management (ITSM) system

• Troubleshooting common hardware, software, account and access issues

• Supporting Microsoft Windows and commonly used business applications

• Assisting with PC imaging and deployment

• Configuring and supporting devices including phones, printers and other IT equipment

• Escalating incidents to specialist technical teams when required

• Keeping customers informed throughout the resolution of their requests

• Maintaining accurate service desk records and knowledge-based documentation

• The role requires flexibility to work across multiple shift hours, including evenings when required to support business operations.

About you

You don't need to know the answer to every technical problem. What's important is that you're curious, methodical and willing to investigate.

You'll be someone who:

• Enjoys solving technical problems and helping people

• Provides excellent customer service, particularly when helping someone who may not be technically confident

• Can troubleshoot problems logically and know when to escalate

• Communicates clearly over the phone, in writing and face-to-face

• Can manage competing requests and priorities in a busy service environment

• Works well independently while contributing to a collaborative team

• Has strong attention to detail and maintains accurate records.

• Previous experience in an IT Service Desk, Help Desk, Desktop Support or similar technical support environment would be highly regarded.

• Experience with Active Directory, Microsoft Exchange, ITSM systems and ITIL practices would also be beneficial, but we encourage applications from candidates who have the right customer-service mindset and a strong willingness to learn.

• An ICT qualification, or an interest in working towards one, would be advantageous.

All applicants must submit both a resume and a separate cover letter. Applications that do not include both documents will not be considered.

Why join Grampians Health?

Working in healthcare IT gives you the opportunity to see the real-world impact of good technology support. The systems, devices and services you help support enable staff across the organisation to deliver healthcare to the community.

You'll work alongside experienced IT professionals and gain exposure to a broad technology environment, making this an excellent opportunity to build your technical knowledge and develop your career in IT support.

Interested?

Click APPLY or if you wish to discuss the role prior to applying, contact James Banko on 5320 6687 for a confidential discussion.

To see a copy of the position description click here

Job applications close: 15 November 2026

Diversity and Inclusion
All appointments are subject to a satisfactory police records check, immunisation clearance and Working with Children check and/or NDIS Worker Screening Check. All employees must be willing and able to wear Personal Protective Equipment (PPE) when required, which at a minimum is a surgical mask. Additional PPE requirements are role dependent.

Grampians Health is a child safe organisation, committed to the safety and wellbeing of all children and young people. Grampians Health is committed to providing a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people from culturally and linguistically diverse backgrounds, mature age workers and lesbian, gay, bisexual, transgender, queer (or questioning), intersex and asexual LGBTQIA+.