Service Delivery Support Officer

3 weeks ago

Perth, Australia Amana Living Full time

**Job no**: 496587

**Work type**: Full time

**Location**: Perth CBD, Inner & Western Suburbs

**Categories**: IT

**ABOUT US**

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care facilities, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

**THE ROLE**

Reporting to the Service Delivery Support Specialist will manage and triage 1st and 2nd level incidents and requests as they occur, driving the resolution of problems over the longer term.

The Service Delivery Support Officer plays an active role in advancing Amana Living’s mission and supporting the organisation’s values. **This role is offered on a permanent full time based in Subiaco Head Office.**

**_ Key responsibilities:_**
- Manage and support key operational services
- Monitor, track, and provide timely resolutions to incidents /questions with a varying degree of complexity
- Manage individual and Teamwork queues
- Timely escalation of unresolved problems to escalation support
- Provide and maintain a consistent contact point for matters related to your assigned services, providing information and assistance internally and externally via Manage Engine
- Service the transition of new staff as they are on-boarded or additional services are added or removed
- Ensure transfer of knowledge to other staff to ensure systems are understood
- Track and co-ordinate IT related issues and open ticket logs via Manage Engine as we work towards their resolution
- Assist the Systems & Infrastructure Team where necessary to maintain a stable computing environment
- Assist in overseeing and facilitating the deployment of products aligned to the area of remit
- Work with partners and SMEs to ensure required input is injected into deployments
- Participate in reviewing changes, schedules, and impacts
- Assist in maintaining and managing Amana Living Asset register for the Service delivery team.
- Handle communication of outages and changes to staff and third parties

**ABOUT YOU**

**_ Essential Criteria:_**
- 2 years previous experience in a similar IT support role
- Experience in managing Microsoft Windows server environments including Active Directory
- Excellent knowledge and experience of supporting Windows desktop environments including Microsoft Office 365, Microsoft Autopilot and Microsoft Intune
- ITIL Qualified (v3 Foundations or Higher) or experience working with ITIL processes
- IT Degree (Computer Science) or related discipline or working towards
- Experience with Citrix and/or Terminal Services
- Evidence of COVID-19 and Current Flu vaccinations per Amana Living policies
- Ability to obtain a National Police Clearance _(within 6-months validity)_
- Successful completion of pre-employment form and reference checks

**WHAT'S ON OFFER?**
- Salary packaging benefits up to $18,550
- Health and Wellbeing programs and more
- School holidays child care assistance
- Competitive rates

**HOW TO APPLY**

If you are interested in this role and meet the essential criteria, please with a copy of your resume. Shortlisting and interviews will commence immediately.

**Advertised**: 11 Apr 2024 W. Australia Standard Time
**Applications close**:
**Position Description

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