Service Desk Consultant

1 week ago


Melbourne, Victoria, Australia Health Metrics Full time
Health Metrics is on the lookout

Health Metrics specializes in innovative software solutions for the Healthcare industry in Australia and New Zealand. Their star product, eCase, is a comprehensive resident management software that covers various aspects of patient care. The company aims to lead the way in intelligent Health & Social Care solutions, driven by teamwork, integrity, and innovation to deliver top-notch customer experiences.

Join our Team as a Service Desk Consultant

Health Metrics is seeking a Service Desk Consultant to be part of their Engineering Team. In this role, you will collaborate closely with the Helpdesk Team Leader, focusing on the UNITI product suite, which includes the UNITI Client Management System and UNITI Mobile.

Your Responsibilities:
  • Triage and investigate issues raised by users or monitoring tools.
  • Log & update tickets using Service Management tools.
  • Resolve issues within service level agreements.
  • Provide guidance for escalated incidents.
  • Perform second level support duties for complex issues.
  • Assist with system design and implementation tasks.
  • Create and maintain user and system documentation.
  • Offer ad-hoc user training as necessary.
Skills and Experience Required

What you bring to the table:

  • Prior experience in a Service Desk role dealing with multiple requests.
  • Strong customer service focus with a proactive attitude.
  • Excellent written and verbal communication abilities.
  • Analyze and prioritize problems effectively.
  • Great problem-solving skills and ability to take initiative.
  • Proficiency in Microsoft Windows and Office products.
  • Basic knowledge of databases and networking concepts.


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