Customer Care Officer Level 1

Job posted: 11/08/2023
Applications close: 31/12/2023 (Midnight)
97 days remaining

97 days remaining

Job Description

Location: Melbourne | Eastern Metropolitan

Job type: Full time

Organisation: Mercy Health

Salary: Salary not specified

Occupation: IT and Telecommunications

Reference: 20509

Reference: 20509

Occupation: IT and Telecommunications

Salary Range: Salary not specified

Work location: Melbourne | Eastern Metropolitan

CUSTOMER CARE OFFICER – LEVEL 1 (multiple opportunities)


The Customer Care Officer Level 1 is a member of the Technology Support Group and part of a larger team of Customer Care Officers responsible for providing 1st level phone-based and onsite information technology support for Mercy Health staff and facilities. The Technology Support Group is a customer focused team that is required to work closely with both clinical and business support teams to ensure the best possible outcomes for Mercy Health staff, clients, patients, and residents. The Technology Support Group at Mercy Health supports a wide range of information technology services, applications, equipment and infrastructure throughout Mercy Health facilities. These positions will primarily be based in Mercy Health’s Corporate Headquarters in Richmond or Werribee Mercy Hospital, Victoria but will be required to work across all Mercy Health sites as required. The position reports to the Service Desk and Technical Support Manager. Acting as the primary contact point for Mercy Health staff to the Information Systems and Services (ISS) Group the Customer Care Officer Level 1 will have superior communication, troubleshooting, and problem management skills which will be used to undertake the following functions;

  • Provide 1st level remote and in person Information Technology and Telecommunications support to Mercy Health staff and facilities.
  • Triage and action customer queries, incidents, problems, and requests; gather information and problem description; attempt to resolve problem and if unable to, refer unresolved calls to 2nd level support teams; log and close calls via the ServiceNow service desk tool.
  • Participate in 1st level After Hours support roster.
  • Participate in Information Technology Projects as assigned by the Service Desk and Technical Support Manager.
  • Achieve minimum personal NPS score (and team NPS score) as assigned by the Service Desk and Technical Support Manager.
  • Other duties as defined assigned by the Service Desk and Technical Support Manager.

 Please note this is not an entry level role.


We have multiple opportunities available for candidates who are passionate about providing a high level of customer service within a diverse and evolving solutions focused environment.

 We are looking for exceptional candidates with:

 Superior written and oral communication skills.

  • Minimum 2 years supporting Information Technology teams in large enterprise organisations.
  • Demonstrated experience in a fast-paced customer service or customer support role.
  • Experience in providing remote and in person technology support in a large geographically dispersed enterprise such as an ISP or multi campus company.
  • Vendor Certifications in Microsoft, Cisco or equivalent experience.
  • Experience with use of ServiceNow service desk system.
  • ITIL certification and experience working in an ITIL environment.
  • This role requires the applicant to hold and maintain a current driver’s license valid in the State of Victoria.
  • This role requires the applicant to hold and maintain a satisfactory national police check.
  • COVID-19 Vaccinated.
  • Previous experience in a Healthcare ICT environment is preferred but not essential.


Mercy Health is a Catholic organisation grounded in a 2,000-year tradition of caring for others. Founded by the Sisters of Mercy, Mercy Health is made up of more than 10,000 people who provide acute and subacute hospital care, aged care, mental health programs, maternity and specialist women’s health services, early parenting services, home care services and health worker training and development.

Mercy Health is proud to be recognised as an Employer of Choice for Gender Equality by the WGEA.


Mercy Health recognises that people are searching for meaning in their work life and finding a workplace that connects with their values is a key motivation when choosing an employer. As a not-for-profit healthcare provider, Mercy Health has a strong mission and clear values that guide us in everything we do. We pride ourselves on:

  • Caring for our people and those important to them with generous employee assistance available for employees and their families
  • Encouraging applications from people of all ages, abilities and cultural backgrounds including Aboriginal and/or Torres Strait Islander Peoples, and supporting all staff to be their authentic selves at work through our network group for LGBTIQ+ staff and allies
  • Protecting children and vulnerable people in all our services, by listening to them and having zero tolerance of any form of abuse and neglect
  • Taking a stand against climate change, which is one of the biggest threats to the health of the world and all humanity, and committing to action that will help make our world fairer and more sustainable
  • Offering benefits such as generous salary packaging, purchased leave, career progression and development opportunities, access to health and wellbeing programs and a range of discounts across a diverse portfolio of financial, healthcare, travel and other services. 


  • Candidates are required to meet the position and qualification requirements.
  • Provide a current Police Record Check and Working with Children Check (Mercy Health may conduct additional background checks subject to current legislation).
  • Proof of vaccination status consistent with public health orders and with Mercy Health’s policy (includes but is not limited to COVID-19 and seasonal influenza vaccination compliance requirement).

If you have any questions or require any adjustments to ensure a fair and equitable interview and selection process, please contact us on the details below.

Alison Gibbs


To view the position description or submit your application please click the 'Apply Now' button.

Please note that applications will be reviewed and interviews may commence prior to the closing date.

Customer Care Officer Level 1

Job type:

Full time

Job classification:

Not provided


Alison Gibbs - 0

Customer Care Officer Level 1