Job Overview
As a Level 1 Support Officer, you will serve as the primary point of contact for our staff and external clients regarding application-related issues. Your responsibilities will include managing incoming support requests through our ticketing system, ensuring timely resolution and clear communication.
* Support & Troubleshooting:
o Provide high-quality, first-level support to end users, accurately log and categorize tickets, and escalate complex issues as needed.
* Ticket Management:
o Prioritize and assign tickets based on urgency and impact, ensuring Service Level Agreement timeframes and communication standards are consistently met.
* Process Improvement:
o Identify recurring issues and create knowledge base articles to empower users and reduce ticket volume.
* Stakeholder Communication:
o Deliver regular status updates and maintain a high level of customer satisfaction for communication clarity and responsiveness.
* Documentation & Quality:
o Contribute to Standard Operating Procedures and ensure all documentation is accurate and comprehensive.
* Workplace Health & Safety:
o Adhere to Workplace Health and Safety policies and report hazards or incidents promptly.
* Cultural Competence:
o Integrate cultural awareness into your daily work practices.
Required Skills and Qualifications
* Hold a qualification in Business, Technology, Computer Science, or a related field.
* Possess experience in a healthcare or health services environment, preferably with exposure to ticketing systems and Microsoft Office Suite.
* Demonstrate strong organizational and multitasking skills, excellent communication and interpersonal abilities, and an analytical mindset with a focus on problem-solving.
* Hold ITIL or similar certifications, although this is not essential.
Why Work with Us?
We offer a dynamic and inclusive work environment, opportunities for professional development, and a chance to make a meaningful impact in the health services sector.