Bolton Clarke Group is one of Australia's largest independent, not‐for‐profit providers of home care, retirement living and residential aged care, operating nationally and internationally. Bolton Clarke Residential Group now has 88 aged care homes across QLD, NSW, VIC, SA & WA, including the Allity, McKenzie & Acacia Living Group.
About the Role
As a Service Desk Analyst, you will provide Level1 and Level2 technical support for Bolton Clarke's local and wide‐area network environments. You will resolve application and hardware issues, escalating complex problems as needed, and ensure the integrity and performance of network resources. Your role will include documenting solutions, updating self‐help resources, and configuring new technologies.
Responsibilities
* Resolve Level1 and Level2 incidents and requests related to application software or hardware from identification through resolution, escalating to support specialists when necessary.
* Ensure data integrity within the service desk system by accurately categorising all incidents and logs.
* Monitor and report on hardware, software and network resources to maintain high performance and security.
* Document resolutions, update self‐help resources, and contribute to the creation and maintenance of knowledge base articles.
* Adhere to information technology support and service delivery standards, policies and procedures, while identifying and recommending modifications and improvements.
About You
* A bachelor's degree required; information technology, computer science preferred. Any other related discipline or commensurate work experience considered.
* Minimal experience in service desk support, including troubleshooting and resolving technical issues for end‐users preferred.
* ITIL certification preferred.
* Experience in technical incident management and resolution preferred.
* Proficient in Microsoft Office, Microsoft SQL, Web‐based technologies, troubleshooting and incident management skills.
* Excellent communication, planning and prioritisation, and analytical communication skills.
Diversity & Inclusion
Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.
Why Work For Bolton Clarke
* Excellent work/life balance with shifts that suit your personal needs.
* A caring team environment with strong clinical and allied health support.
* Career progression and development opportunities.
* Generous salary packaging and not‐for‐profit tax benefits – claim up to$18,550 tax free.
* Private health insurance and gym discounts.
* Employee Assistance Program for staff and family.
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