David Campbell Email & Phone Number

Chatswood, New South Wales, Australia

Parramatta

Jessie Street Centre, Parramatta

The role and responsibilities are to be carried out in a manner that is consistent with the mission, values, customer promise, strategic priorities, performance goals, delegations, policies, procedures and operations systems of eHealth, and in line with the NSW Health Code of Conduct and the Capabilities required to perform this role competently.Function as the central escalation point for the Service Desk, LHD customers and other eHealth Teams for Directory, Messaging and Collaboration service related issues and queries.Systematically analyse, evaluate and prioritise the delivery of IT services and the resolution of escalated issues and manage the allocation of requests and issue resolution to the appropriate teams within the wider NSW Health Organisation.Manage the week to week roster of tasks and provide direction for the Directory, Messaging and Collaboration Systems Officers (SOs).Coordinate SO tasks across the Directory, Messaging and Collaboration streams.Ensure that all Directory and Messaging technical and customer issues are resolved within agreed SLA timeframes, which includes maintaining records of issues, monitoring resolution progress and liaising between Technical Services teams.Engage with state-wide customers and stakeholders to maintain open communication regarding delegated support models, resolving conflicts over Frontline Support priorities and other FrontLine Support issues raised.Manage the quality improvement for support processes, which includes monitoring and evaluating current processes and developing and implementing strategy to improve customer experience and response times.Coordinate monitoring activities related to the management of Directory, Messaging and Collaboration Services infrastructure.Represent the Team Manager, Directory, Messaging and Collaboration Services at a variety of meetings as delegated.

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