Service Desk Technical Support Specialist

2 weeks ago

Richmond, Australia Mercy Aged and Community Care Ltd Full time

At Mercy Health, we're committed to delivering exceptional care and services to our patients, residents, and clients. As a Service Desk Analyst, you'll play a vital role in supporting our IT operations, ensuring seamless service delivery and high-quality patient care.

About the Opportunity

This is an exciting opportunity for an experienced IT professional to join our dynamic team as a Service Desk Analyst. Reporting to the Service Desk Manager, you will be responsible for providing first-level support, troubleshooting technical issues, and escalating complex problems to internal teams or third-party vendors.

As a Service Desk Analyst, you'll have the opportunity to work with a range of technologies, including Windows, Mac OS, and Microsoft 365, as well as ticketing systems such as ServiceNow or JIRA. You'll also contribute to knowledge base documentation and participate in continuous improvement initiatives to enhance support operations.

Key Responsibilities
  • Provide first-level support: Respond to and resolve end-user issues related to hardware, software, and network connectivity via phone, email, and ticketing systems
  • Troubleshoot technical issues: Diagnose and resolve technical issues, including Windows/Mac operating systems, Microsoft 365, VPNs, printers, and other workplace applications
  • Ticket management: Track, manage, and document incidents and requests using our ticketing system, ensuring issues are resolved within SLA guidelines
  • Escalation and collaboration: Identify complex issues and escalate them to appropriate internal teams or third-party vendors while maintaining ownership of the issue until resolution
  • Process improvement: Contribute to knowledge base documentation and participate in continuous improvement initiatives to enhance support operations
Qualifications and Requirements
  • 2+ years in an IT support or service desk role
  • Proficiency in troubleshooting Windows, Mac OS, and Microsoft 365
  • Familiarity with networking basics, VPN, Active Directory, and remote desktop tools
  • Experience with ticketing systems such as ServiceNow, JIRA, or similar
  • Excellent time management, organisational and communication skills, with the ability to adapt and problem solve
What We Offer
  • $72,000 + Super + On-call allowance. Salary Packing also available.
  • A comprehensive employee benefits package, including access to on-site amenities and wellness programs
  • The opportunity to work in a dynamic and supportive team environment, contributing to the delivery of exceptional patient care and services
About Us

Mercy Health is a leading provider of aged and community care services, with over 10,000 dedicated staff members across Australia. Our mission is to deliver high-quality, compassionate care that makes a meaningful difference in people's lives.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture. We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

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