ICT Support Specialist - Level 1/2 Service Desk Pro

TLC Healthcare; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free breakfast

Gym membership

Private health insurance discount

EAP

Novated leasing

Shopping portal discounts

Career development

Collaborative culture

Job summary

TLC Healthcare is seeking an ICT Support Specialist to join our Melbourne ICT team. You will be the first point of contact for Level 1/2 IT support across healthcare, childcare, and corporate operations, delivering responsive technical assistance and enabling smooth daily operations.

You will work in a Citrix and Microsoft environment, manage service desk requests, assist with device onboarding, and support meeting room tech across multiple sites with a focus on customer service excellence.

Qualifications

• Experience in Level 1/2 IT Support, Service Desk or Desktop Support.
• Qualifications in Information Technology or a related discipline.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and stakeholder management skills.
• Solid understanding of ITIL principles and service management practices.
• Experience troubleshooting VOIP, LAN/WAN and wireless networks.

Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email and ticketing systems.
• Troubleshoot and resolve hardware, software and user access issues.
• Support laptops, desktops, thin clients, mobile devices and peripherals.
• Configure and deploy devices for new starters.
• Support meeting room technology, AV equipment and specialised devices.
• Manage user accounts, permissions and access requests.
• Record, update and resolve tickets in line with service standards.
• Work closely with stakeholders across healthcare, childcare, corporate and operational environments.
• Participate in a rotating after-hours support roster.
• Identify opportunities to improve systems, processes and user experience.

Skills

Problem-solving

Customer service

Communication

ITIL knowledge

Stakeholder management

VOIP networks

Education

IT qualifications in related discipline

Tools

Microsoft 365

Apple Business Manager

MDM solutions

Freshservice

Citrix environment

Job description

TLC Healthcare is seeking an ICT Support Specialist to join our Melbourne ICT team. You will be the first point of contact for Level 1/2 IT support across healthcare, childcare, and corporate operations, delivering responsive technical assistance and enabling smooth daily operations.

You will work in a Citrix and Microsoft environment, manage service desk requests, assist with device onboarding, and support meeting room tech across multiple sites with a focus on customer service excellence.