The Technology and Information Management (TAIM) team maintains Comcare’s Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance, solutions and advice for the effective management of information.
The Technology Service Desk unit within TAIM provides a responsive and respectful frontline function for desktop and end user support within Comcare’s ICT environment. This team provides guidance and assistance in the management of service requests, incidents and ICT asset management.
The key duties of the position include:
The Service Desk Analyst will work closely with the Service Desk Team Leader. The Service Desk Analyst will provide responsible, reliable and respectful service desk support to users of Comcare’s ICT systems within the service level agreement timeframes and as directed. This role is the first point of contact for all ICT enquiries. The Service Desk Analyst will maintain and promote a strong client focused technology service culture to support Comcare’s business operations.
Primary Responsibilities:
1. Provide first point of contact for Comcare regarding IT incidents, requests and enquiries by assisting via phone, email and in person.
2. Resolve incidents and complete service requests within established timeframes in accordance with Service Level Agreements.
3. Monitor and record Service Request and Incident queues via Comcare’s service management tool.
4. Escalate Service Request and Incidents to higher tier support teams at directed thresholds.
5. Maintain ICT assets and associated records for desktops, laptops, printers, mobile devices and other peripheral equipment.
6. Deliver consistently high customer service while striving for a high level of first contact resolution.
7. Ensure customers are kept up to date on the status of reported incidents and service requests and ensure all activities are recorded in the service management tool.
8. Actively develop and maintain working relationships with all system users, other ICT support areas and service providers.
9. Other duties as directed.
Desirable qualifications and experience
- Qualification in Information Technology or relevant experience
Eligibility
- Australian citizenship.
- Character clearance (Australian Criminal History Check).
- Employee Health Declaration.
- Six months probationary period for new engagements.
- Ability to obtain and maintain a Baseline Security Clearance.
- Specific conditions:
- Ability to work flexible hours to support Comcare across Australia.
- After-hours work may be required.
- Some domestic travel maybe required, including overnight absences.
Getting to know the Comcare
Comcare is the national authority for work health and safety, and workers’ compensation. We are a government regulator, workers’ compensation insurer, claims manager and scheme administrator. Through our role, we work with employees and other workers, employers, service providers and other organisations to: - minimise the impact of harm in the workplace - improve recovery at work and return to work - promote the health perks of good work. We collaborate and partner with other schemes and organisations on research and innovative projects that improve outcomes. We also provide expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC), and Seafarers Safety, Rehabilitation and Compensation Authority (Seacare Authority).
📌 Service Desk Analyst
🏢 Comcare
📍 Melbourne