Digital Support Specialist - Service Desk

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

Benefits offered by this job

Superannuation

Salary packaging up to $15,900

Staff benefits

Job summary

Mater Group is seeking a Digital Support Specialist to join the Service Desk in Brisbane. You will be the first point of contact for staff needing help with digital technologies, handling faults and requests via phone, in person, or chat, and escalating when needed.

The role includes installing and upgrading IT equipment, supporting AV and network devices, and contributing to a positive, service-focused culture. A 12-month maximum-term contract offers salary packaging and staff benefits.

Qualifications

• Two-plus years IT experience in a service desk or end-user support role.
• Proven ability to support IT equipment and software for a large user base.
• Knowledge of Windows operating systems, AD, and basic networking.
• Strong communication and customer-focused service delivery.

Responsibilities

• Act as first point of contact for Mater people needing IT assistance via phone, in person or messaging.
• Classify, prioritise, resolve or escalate faults and requests within service management processes.
• Document faults and requests with clear non-technical language and guidance for customers.
• Link recurring faults to problem records and coordinate with specialists as needed.
• Assist with routine IT tasks including PC, printer, AV, and mobile device setup and upgrades.
• Support system upgrades following approved change plans.
• Provide network, telephony and AV support for routine faults and requests.
• Manage IT asset administration and room/space equipment checks.
• Respond to digital service portal requests and assign unresolved tasks as required.
• Escalate urgent matters to the appropriate Manager or Supervisor.

Skills

Service desk

End-user support

Windows OS

Active Directory

Networking

AV hardware

Customer service

Education

Certificate II/III IT

Job description

Digital Support Specialist - Service Desk

Our Team is looking for out next Specialist in a Maximum term – Full time capacity (12 Months) The Digital Support Specialist is the first point of contact for Mater people who require assistance with digital technologies. Working within service management processes this role will effectively classify, prioritise, resolve or elevate faults and requests. As a member of the Digital Service Centre this role will provide support via phone calls, in person or messaging platforms.

Salary range: $46.96 - $51.73 per hourplus superannuationandaccess to not-for-profit salary packaging up to $15,900+access to many staff benefits!

What you’ll be doing

• For complex faults and requests (where the root cause or resolution path is unknown) refer to Digital Support Specialists for troubleshooting advice or elevate for further action
• Document faults and requests submitted into the Digital Service Centre according to work instructions and guidelines; ensure customer facing comments are written in easy to understand language, free from technical jargon and explain what has been done and/or what the customer needs to do
• Link recurring faults to problem records according to work instructions and guidelines. Where faults are attributed to changes, link to the change request in the service management tool under guidance of the Digital Support Specialists or Senior Digital Support Specialists
• Assist Mater people with routine/common/known non-Digital enquiries into the Service Centre including building maintenance and biomedical phone call enquiries. Escalate urgent matters to the appropriate Manager or Supervisor
• Perform installation and upgrades to IT equipment including PC’s, Printers, Faxes, Scanners, MFD’s, AV equipment and other IT and clinical equipment following work instructions and guidelines
• Articipate and support system upgrades following work instructions and guidelines and approved change implementation plans
• Provide network, telephony and mobile device support for routine/common/known faults and requests following work instructions and guidelines
• Perform IT asset management administration following work instructions and guidelines
• Assist Mater people with IT faults for all digital assets including software, hardware, network, telephony and audio visual
• Resolve routine/common/known digital requests received via the Digital Service Portal, phone calls or other digital channels. Assign unresolved tasks and setup the resolving team for success by documenting actions taken, establishing appropriate priority and setting expectations with customers

About you

• 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, audio visual 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

Mater is Queensland’s largest not-for-profit network of public and private hospitals and healthcare services, bringing together world-class expertise across healthcare, education, fundraising & philanthropy and research. With more than 14,000 employees, 13 facilities and almost 700,000 patients cared for each year, we're committed to empowering people to live better lives through improved health and wellbeing.

At Mater, our people are at the heart of everything we do. You'll join a values-driven organisation that combines compassionate care with innovation, education and research, creating meaningful career opportunities while making a genuine difference in the communities we serve.

What’s in it for you?

• Career growth opportunities across healthcare, corporate, research and leadership pathways
• Professional development and learning through Mater Education and internal development programs
• Generous salary packaging to help maximise your take-home pay
• Health and wellbeing support, including EAP, pastoral care and discounted private health insurance
• Fitness Passport access and a range of lifestyle, retail and travel discounts
• Discounted parking and reduced prices at Mater cafés and coffee outlets
• A supportive culture where your contributions are recognised and your development matters

Whether you're looking to grow your career, develop new skills or be part of something meaningful, Mater provides the opportunity to thrive while making a lasting impact.

Be part of something bigger. Make your move with Mater. #GetBetterWithMater

Direct applications only — we are not engaging recruitment agencies at this time. All successful candidates may be required to complete pre‑employment checks (including criminal history, working rights, medical and working with children checks).

Mater offers a safe, supportive, flexible and inclusive workplace where everyone is valued. We welcome applications from people of all backgrounds and abilities.Visit our Reconciliation webpage.

Mater ensures all children have an environment suitable for their safety and wellbeing through proper supervision and safeguarding practices.