Job Overview
We draw on the talents of our people and collaborate with others who share our vision and values to continue the pioneering spirit of Mary Aikenhead and the Sisters of Charity. We are committed to providing compassionate and innovative care, enabling hope for those we serve. Our Service Desk Analyst will deliver prompt and effective resolution through first‐level technical phone and ticket support related to computer systems, software, and hardware. With a passion for customer service, you will provide high‐quality technical support across all areas of the organisation. This is a Permanent Full‐Time position based from the Group Head Office in Brisbane. A hybrid work model is encouraged.
Key Responsibilities
* Provide outstanding technical support to users – respond to incoming requests via phone and ticketing system efficiently and effectively.
* Diagnose and troubleshoot hardware, software, and network issues and guide users through resolution steps.
* Liaise with vendors to escalateteams and politely communicate, researching solutions and regularly reviewing and updating knowledge base articles.
* Assist and advise users on appropriate actions, educate, and coach where necessary.
* Install software on user devices remotely and perform basic administration tasks such as password resets and account creations.
* Proactively track, manage, resolve, and complete requests and incidents within agreed service levels while maintaining customer satisfaction.
* Manage tasks in the service request queue, resolve or triage incidents and requests within appropriate timeframes.
* Create and administer shared network resources, provide permissions to software, drives, accounts, and other general administrative needs.
Qualifications
* Tertiary qualification or equivalent experience in Information Technology.
* Excellent written and verbal communication skills, strong problem‐solving and troubleshooting abilities, and keen attention to detail.
* Strong technical proficiency in Windows operating systems, remote desktop services, networking, hardware, telecommunications, and internet troubleshooting.
* Demonstrated knowledge of Microsoft Platform, Office 365 services, cloud systems, and experience with remote management and ticket management tools.
* Knowledge or experience within a healthcare or similar large‐scale, complex environment.
* ITIL v4 Certification – desirable.
* Ability to manage conflict resolution and collaborate on multiple priorities simultaneously while maintaining attention to detail in high‐pressure environments.
* Proven personal management skills; self‐enforcing punctuality, attendance, presentation, and administration in all aspects of the role.
Benefits
* Ability to see a direct impact on the business and its service.
* Competitive salary packaging options.
* Discounted private health insurance.
* Employee Assistance Program for staff and their families.
* Access to the Fitness Passport (FP).
Diversity and Inclusion
We value inclusivity and diversity and acknowledge the importance of creating a welcoming, safe, fair, and impartial work environment. We encourage applications from Aboriginal and Torres Strait Islander Peoples as part of our Reconciliation Action Plan.
COVID‐19 Vaccination Requirement
This position is subject to Commonwealth and State government direction regarding vaccination against COVID‐19. Successful applicants must meet these vaccination requirements.
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