Service Desk Analyst

4 weeks ago


Melbourne, Australia Australian Health Practitioner Regulation Agency (AHPRA) Full time

**Job no**: V13406
**Work type**: Fixed Term Full Time
**Location**: Melbourne
**Categories**: Service/Help Desk

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 a member who actively manages the service desk, acts as a point of contact for IT Service Management, and processes incident tickets pertaining to service interruptions as well as access and service requests.

This is a full time, fixed term role until February 2024, located in our Melbourne office

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.
- Delivering exceptional customer service support to a variety of environments
- Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients
- Ensure end-to-end ownership on support requests, providing regular updates to stakeholders until resolution
- Ensuring all actions and resolutions are documented within our ticketing system
- Contribute to the upkeep of client documentation and knowledge base articles to for common issues
- Escalate to senior team members/leaders when required

What we offer
- Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
- 17.5% leave loading
- You will receive a company laptop
- Professional development opportunities, including Linkedin licenses
- Salary packaging arrangements including novated leasing and education expenses
- Discounted health insurance with Private Health
- Discounted gym membership
- Attractive salary of $74,471 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 Thursday 31 August 2023

With respect, no agencies please

**Advertised**: 17 Aug 2023 AUS Eastern Standard Time
**Applications close**: 31 Aug 2023 AUS Eastern Standard Time


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