Digital Support Specialist — IT Helpdesk (12-Month)

Mater Health Services; Brisbane; On-site; AUD 65,000 - 71,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Staff benefits

Job summary

Mater Health Services in Brisbane is seeking a Digital Support Specialist for a maximum-term full-time contract (12 months). You will be the first point of contact for Mater people needing assistance with digital technologies, providing support by phone, in person or via messaging platforms.

The role involves classification, prioritisation, resolution or escalation of faults following service management processes.

Qualifications

• Certificate II or III in Information Technology or equivalent work experience.
• Minimum 2 years relevant IT experience.
• Demonstrated experience in the provision of service desk, AV and desktop support to end users in large and complex environments.
• Demonstrated ability to provide a client focused service to both external and internal clients.
• Knowledge of Microsoft operating systems, active directory, networking, computer and AV hardware installation and support.
• Demonstrated sound communication skills and the ability to communicate effectively with all levels of staff.

Responsibilities

• Refer complex faults and requests to Digital Support Specialists for troubleshooting or escalation.
• Document faults and requests submitted into the Digital Service Centre following guidelines; use plain language and explain actions.
• Link recurring faults to problem records and changes where applicable.
• Assist Mater people with routine IT enquiries and escalate urgent matters.
• Perform installation and upgrades to IT equipment following instructions.
• Support system upgrades and approved change plans.
• Provide network, telephony and mobile device support for routine faults and requests.
• Perform IT asset management administration as directed.
• Assist with IT faults for software, hardware, network, telephony and AV.
• Resolve routine digital requests via service portal or other channels and set customer expectations.

Skills

Service desk

Desktop support

AV support

Education

Certificate II or III in Information Technology

Tools

Microsoft operating systems

Active Directory

Networking

AV hardware installation

Job description

Mater Health Services in Brisbane is seeking a Digital Support Specialist for a maximum-term full-time contract (12 months). You will be the first point of contact for Mater people needing assistance with digital technologies, providing support by phone, in person or via messaging platforms.

The role involves classification, prioritisation, resolution or escalation of faults following service management processes.