In this role you will take ownership of and manage the scheduling of human resources, workforce management, forecasting and occupancy reporting for eHealth's centralised ICT service desk, the Digital Service Centre (DSC).
Your primary focus will be to ensure there are adequate resources to manage immediate, short- and long-term support resourcing requirements for a team working 24/7 365 days a year. The DSC supports customers with evolving and dynamic support requirements, as well as a diverse team that utilises flexible working arrangements and supports a strong work life balance.
Further duties include:
Develop and manage the 24 x 7 shift roster to ensure adequate 1st level ICT support for the delivery of health services throughout Queensland Health
Manage the scheduling of annual, flex and other leave for the Digital Service Centre
Work with the Director, team leaders and Senior Customer Service Officers to ensure the ongoing training and development needs of the Centre are aligned to the Divisional Workforce Capability Strategy and Action Plan.
Provide insight and offer advice in regard to forecasting and resource support requirements for events, project and Improvement initiatives.
For a full list of accountabilities, please find the role description attached to this advertisement.
Are you right for this role?
To be successful in this role you will have experience in rostering practices in a large-scale (up to 90 FTE) service centre, as well as expert knowledge of current service desk application usage and process methodologies that facilitate service delivery in a complex ICT operational environment.
It is critical to the role that you create a relationship-based environment through strong leadership, this will help you with all levels of customer service performance, balance the competing demands on finite resources, while maintaining a healthy skilled workforce in a dynamic changing environment.
Benefits of working with eHealth Queensland:
By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.
You will enjoy a variety of benefits, including:
Competitive salary + generous superannuation and leave loading
Flexible working arrangements
Diverse work culture
Career training and development