Service Desk Analyst_Full Time_Burnley VIC

Estia Health; Australia; On-site; AUD 55,000 - 58,000; Full time

Benefits offered by this job

Discounted car hire

Employee Assistance Program

Wellbeing App to support health

Novated leasing for vehicles

Workplace banking support

ACN membership discounts for nurses

Discounted health insurance with nib

Discounted JB HiFi

Job summary

Estia Health is seeking an ICT Service Desk professional to provide end-user support across desktops, laptops, software, phones and peripherals in a multi-site aged care environment.

You will troubleshoot hardware/software issues, manage identities, perform health checks, and log incidents in the ITSM tool while maintaining documentation and user guides. The role includes after-hours on-call rotations and collaboration with IT teams.

Qualifications

• 2+ years in an IT Service Desk role in a multi-site environment.

Responsibilities

• Provide desktop, laptop, software, phone and peripheral support.
• Troubleshoot hardware and software issues and perform technical tasks.
• Identity management for systems and applications.
• Log requests in ITSM tool and maintain records.
• Respond to user requests within SLAs and assist with on-call support.

Skills

PC troubleshooting

Printer support

Information security

Windows 11

Office 365

Customer service

ITSM tools

Teamwork

Communication

Education

IT degree

Tools

ITSM tool

Job description

At Estia Health, we’re more than just a workplace: we’re a community dedicated to enriching lives and making a difference. If you’re passionate about aged care and want to be part of something meaningful, then we want to hear from you. Everyday, over 14,000 employees choose to make a difference at Estia Health, sharing a joint purpose to enrich and celebrate the lives of our residents. With 96 homes (and growing), across Queensland, New South Wales, South Australia and Victoria, you will play a part in positively impacting the lives of our residents and their families. Join us in playing a special role in the future of aged care.

About the Role

• Providing technical support for desktops, laptops, software, phones, and peripheral equipment.
• Troubleshooting and correcting reported hardware and/or software problems and performing a variety of technical tasks.
• Identity management for systems and applications.
• Undertaking health checks and monitoring tasks.
• Working as a member of a call centre, including provision of remote support.
• Logging requests and incidents in the IT Service Management (ITSM) tool.
• Maintaining accurate records and communications in the ITSM tool.
• Responding to user support requests and inquiries within agreed timeframes and Service Level Agreements.
• Identifying cyber-security incidents, alerting the necessary management teams, and participating in response actions as requested.
• Troubleshooting, diagnosing, and resolving computer-related problems to ensure functional operation, including updating any system documentation and developing necessary support documentation, guides and/or user training.
• Maintaining an up-to-date knowledge base of issues and resolutions in the ITSM tool.
• Assisting with advanced Desktop Support request including imaging computers, upgrading hardware, installation of peripheral equipment and deploying software to Estia Health computers.
• Assisting in basic operation and maintenance of shared equipment.
• Preparing detailed instructions, training, and educating users in the operation of technology systems.
• Performing when requested, reviews and preventative maintenance to ensure maximum availability of systems.
• Adding/removing users, updating security group memberships, managing file permissions, adding/removing mailboxes and updating all necessary information, including following required naming conventions.
• Maintaining knowledge of current trends, risk mitigation and security methods.
• Participating in IT related meetings or discussions with other teams presenting an open and professional image to the team and relaying business requirements back to IT colleagues.
• Providing after hours support on a rotational weekly basis (approximately one week in four as on-call support).
• Other duties as required.

Qualifications

• IT degree preferred.
• ITIL certified preferred.

Skills and Experience

2 years + experience in a similar IT Service Desk Role, particularly with an enterprise multi-site IT department and Aged care.

• Demonstrated skills in the installation, testing, troubleshooting and maintenance of PCs, printers, software, and information security systems.
• Basic Microsoft Windows troubleshooting and hardware fault diagnosis, installations, and maintenance.
• Customer focused and strong record of success in the delivery of system support services with a proven ability to identify and manage stakeholder expectations.
• Experience with managing work through an IT Service Management tool.
• Demonstrated understanding of the operational characteristics of computer platforms, network configurations, PC management software and backup solutions.
• Strong working knowledge of Microsoft desktop and server operating systems (e.g. Windows 11, Server 2016) and Office 365.
• Demonstrated high level of professionalism, honesty, integrity, openness and ethical behaviour, ability to instil confidence in others and represent the organisation in a professional manner.
• Ability to work collaboratively within a team and provide guidance to achieve business goals, including highly effective communication skills.
• Awareness of current relevant ICT trends and best practices.
• Demonstrated commitment to quality improvement in work practices.
• Excellent communication skills, written and verbal.

Hours of work and Salary

Monday to Friday Full Time $40.20 per hour

Benefits available

• Retail savings with the Blue Light Card
• Discounted car hire
• Employee Assistance Program for you and your family
• Free Wellbeing App to support your mental and physical health
• Novated leasing for vehicles
• Workplace banking support
• ACN membership discounts for nurses
• Discounted health insurance with nib health
• Discounted JB HiFi

We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

If you need assistance to participate in our application process, please let us know.

All shortlisted applicants will need to pass the required background checks.

During the influenza season, all staff are required to provide evidence of a current influenza vaccination.