Help Desk Technician

6 days ago


Melbourne, Victoria, Australia MedHealth Full time

MED HEALTH provides a purpose-built collection of industry-leading health, medical, and employment brands. Our unique capabilities come together to achieve the best possible health and employment outcomes for our clients and their supporters. We focus on whole populations while never losing sight of the individual's needs.

Our Commitment

We are committed to providing fantastic service and creating amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads, your ability to work under pressure, troubleshoot, and diagnose issues, along with great communication skills, will be key to your success.

Key Duties

  • Ensure all calls are answered within a specified period
  • Provide a first-class service through to resolution within agreed SLAs
  • Document and maintain accurate records of support activities and troubleshooting
  • Assist in investigating, analyzing, and resolving hardware problems, including performing hardware repairs, maintenance, technical assistance, and support on all computing equipment and peripherals
  • Carry out activities related to user account management, such as creating, changing, and deleting user accounts
  • Troubleshoot and resolve issues related to network and printers
  • Provide remote and on-site support as required by the business

Qualifications

  • 1 year of experience working on a technical service desk or similar support environment
  • Experience with Freshworks or similar ticketing system
  • High level of experience in Office 365 applications support
  • Experience with Windows Server for items such as Active Directory, Print Services, etc.
  • Solid understanding of ITIL practices
  • Experience using Pure Cloud or similar phone systems
  • Exceptional attention-to-detail and great interpersonal skills

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