Senior Support Analyst

Dementia; St Leonards; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

NFP salary packaging

Meal & entertainment benefit

Flexible working options

Parental leave

Healthcare discounts

Counselling support

Health & Wellbeing programmes

Career development

Referral bonuses

Salary packaging up to 15900

Job summary

HammondCare is seeking a Senior Support Analyst to join our on-site IT team in St Leonards, NSW. You will provide expert technical support to staff across devices and software, following established procedures and SLAs.

You will mentor junior analysts, contribute to knowledge sharing, and participate in project work. The role requires 5+ years in IT support, strong Microsoft 365 skills, Windows 11 SOE deployments, and a customer-focused approach.

Qualifications

• 5+ years in IT support or equivalent.
• Expert knowledge of Microsoft 365 apps (Teams, OneDrive, SharePoint).
• Experience with Windows 11 and SOE deployment.
• Strong customer service and communication skills.
• Understanding of ITIL practices; ITIL Foundations desirable.

Responsibilities

• Lead end-to-end IT support for assigned region.
• Mentor and guide other analysts.
• Provide phone and on-site support for End User Devices.
• Follow procedures and document fault resolutions.
• Maintain accurate ticket logs and resolutions.
• Ensure hardware/software installations align with SLAs.
• Deliver professional service with update times.
• Escalate unresolved issues per procedures.
• Contribute to team training and knowledge sharing.
• Support mobile device management and room tech.
• Assist in project work.

Skills

Microsoft 365

Windows 11 SOE deployment

ITIL practices

Leadership & mentoring

Customer service

Communication skills

Problem solving

Mobile Device Management

Tools

Mobile Device Management platform

Cisco desk phones

Surface Hub / meeting room tech

AV equipment support

Job description

About us

HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation. We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise. When it comes to our people - those we serve and those who serve - we are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability. In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs. We've been caring for people for over 90 years - so, if you love to care, join us, and make a career move that matters. It’s not just care. It’s HammondCare.

About the role

The Senior Support Analyst is a key role within HammondCare, responsible for providing a wide range of expert technical support services to HammondCare staff. This is maximum term contract role until May 2028 working at St Leonards. There may be travel required to HammondCare sites from time to time. This position is an on-site role.

What we can offer you

• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free)
• Additional leave purchase options and 14 weeks paid parental leave pro rata
• Flexible working options
• Discounts on everyday products and services
• Discounted healthcare memberships - access to network of fitness centres and pools for employees and families
• Free access to independent counselling support for employees and families
• Health & Wellbeing programmes
• Reward & Recognition programmes
• Referral bonuses
• Career and professional development opportunities

Key Responsibilities

• Senior team member with end responsibility for assigned support region
• Support team leader in mentoring and guiding other support analysts
• Providing telephone and face to face technical support to users regarding ‘End User Devices’
• Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems
• Maintaining accurate log entries of fault with resolution and contact details
• Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements
• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided
• Working on most assigned tasks without referral back to Team Leader
• Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures
• Ensuring technical queries not progressing are escalated according to established procedures
• Participating in ongoing team training and knowledge sharing
• Mobile phone support and enrolment into Mobile Device Management platform
• Cisco desk phone, AV(Polycom) and meeting rooms (Surface Hubs) support
• Participate in project work as required

About You

• Commitment to engage and align with HammondCare’s mission
• At least 5+ years demonstrated experience in an IT support role or equivalent
• Expert knowledge of Microsoft products including 0365, Teams, Onedrive, Sharepoint
• Expert knowledge of Windows11 and SOE deployment
• Strong customer service focus
• Strong analytical and problem solving skills
• Ability to handle multiple problems at once and prioritise issues
• Strong communication and interpersonal skills
• A ‘can do’ attitude of service and support
• Strong planning and organising skills with the ability to prioritise tasks to meet deadlines
• Understanding of ITIL practices
• Leadership and mentoring ability
• ITIL Foundations certification desirable

Pre- Employment Checks

All short-listed applicants for these positions will be asked to consent to a criminal record check and reference checks

We provide expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation, led by our not-for-profit, Christian foundations and backed by research and clinical expertise. We’ve been caring for people for over 90 years, recruiting and developing passionate team members who can support older people through some of life’s most difficult circumstances. Whether it’s in our innovative residences, our hospitals, or at home, from the most complex situations to just offering a little help, we bring the same skill, experience and compassion to all we do. It's not just care, it's HammondCare. We recognise and celebrate individuals who go above and beyond in their work. Our Mission in Action Awards honour outstanding contributions, while our Service Awards acknowledge the dedication of employees who have been with us for many years. Frontline team members benefit from training in our industry-leading care model, as well as specialised courses in dementia and palliative care. We also offer generous scholarships for higher education, along with programs designed to develop leadership and management skills. Plus, enjoy a $1,000 bonus for successful employee referrals. As a registered charity, we offer salary packaging that allows you to have up to $15,900 of your income tax free, along with the ability to spend up to $2,650 on accommodation, meals, and entertainment, all tax free. Pay less tax on your income and increase your take-home pay with these fantastic benefits! Enhance your wellbeing with Fitness Passport, offering discounted access for you and your family to local gyms, pools, and fitness centres. When you need additional support, our Employee Assistance Program provides free, confidential counselling sessions, ensuring you have the resources to thrive.