Service Desk Analyst
2 months ago
**Job no**: V13054
**Work type**: Fixed Term Full Time
**Location**: Melbourne
**Categories**: Information Technology
The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.
The Service Desk Analyst is an active member manning and operating the service desk, is a point of contact for IT Service Management, the continual monitoring of live systems, the processing of incident tickets related to service interruptions and the actioning of access and service requests.
This is a full time, fixed term role until July 2025, located in our Melbourne office working a hybrid arrangement.
**In this role you will**:
- Allocate, manage, and finalise all service desk requests via channels including phone, service portal or in person
- Provide customer focused phone-based IT support to Ahpra staff
- Proactively and regularly inform customers on the progress of their service request and ensure requests are completed in line with service level agreements or escalate accordingly.
- Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.
- While it is not a requirement, ITIL knowledge is desirable
- Experience in Incident Management, Access Management, Service Requests Management and general Service Desk management processes, procedures and policies
- Business knowledge and ability to understand vendor strategies and product roadmaps
- Sound understanding of Desktop support Windows 10
- Sound understanding of Active Directory, DNS, DHCP, and group policy
- Understanding of Office 365 technologies and concepts behind Exchange
- Solid understanding of networking (switching, routing, VLAN, WLAN, WAN, VPNs)
- Familiarity of physical computer components
**What we offer**
- A friendly and supportive working culture with an active social club
- Great work/life balance with generous provisions for personal leave, annual leave loading, and the ability to purchase additional annual leave
- Sophisticated open plan workspaces in a 5-star rated building
- Attractive salary of $72,302 per annum plus Superannuation
**To apply**:
- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
- Applications must be submitted by 11:30pm 9 February 2023
- With respect, no agencies please_
**Advertised**: 26 Jan 2023 AUS Eastern Daylight Time
**Applications close**: 09 Feb 2023 AUS Eastern Daylight Time
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