Technical Services Analyst

Technical Services Analyst

**Job Reference**:12742

**Why You Will Be Excited About This Role**

At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.

And right now it's an exciting time to join us, as we transform into a stronger, more agile organisation focused on excellent customer & patient experiences, smarter ways of working, and building a great place to work, joining our mission to be the best pathology provider in Australia.

**About Us**

Healius employs 10,000+ passionate people, with an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia.

We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities.

This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

**What You Will Be Doing**

**Your key responsibilities will include**:

- Infrastructure & Server Support: Maintaining the technology infrastructure, including local networks, security systems, servers (physical, virtual, and cloud), backup systems, and organizational devices (e.g. desktops, mobile phones, and other peripherals. Support system administrators in managing on-premises, virtualized, and private cloud server infrastructure, ensuring high availability and reliability
- Technical Support: Providing first and second-level support for hardware, software, and network issues for Healius end users, diagnosing and escalating complex problems as needed to ensure systems are operational. Acting as an escalation point to IT Service Desk and other teams
- Ticket Queue Management: Prioritizing and managing service requests and incidents in the ticketing system, ensuring timely resolution and accurate documentation of issues and solutions.
- Active Directory and Network Infrastructure Management: Administering Active Directory, DNS, DHCP, and DFS services while ensuring compliance with company policies and procedures.
- ICT Asset Management: Procuring, installing, configuring, and maintaining hardware, operating systems, and associated assets.
- Backup & Recovery: Overseeing backup operations, ensuring that system data is accurately backed up and promptly recovered in the event of a failure.
- Collaboration and Communication: Work collaboratively with other IT team members to resolve issues and support departmental goals. Communicate effectively with users, providing clear explanations and updates on technical issues and resolutions.
- Documentation and Reporting: Maintaining accurate documentation for technical procedures, configurations, and troubleshooting steps. Prepare reports on incident trends, service performance, and relevant metrics
- Proactive System Improvements: Assisting with the design and execution of the digital roadmap, improving systems and business processes using supporting technologies.
- Compliance and Security: Ensure compliance with Healius policies and procedures, including IT security policies, protocols and data protection regulations, to protect information assets and patient data.
- On-Call Support: Participating in on-call duties on a rotating roster or as required.

**These are the type of attributes & skills you would possess**:

- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- IT Experience: A minimum of 2-4 years of proven experience in a technical support or IT services role, with experience in supporting both remote and onsite users.
- ITSM & Ticketing Systems Experience: Experience with IT service management tools and ticketing systems (e.g., ServiceNow, JIRA).
- Communication Skills: Strong ability to explain technical concepts to non-technical users.
- Autonomous & Collaborative Works Style: Ability to work independently and collaboratively within a fast-paced environment.
- Attention to Detail: A keen eye for detail in documentation and system monitoring to ensure accuracy and efficiency.
- ITIL Knowledge: ITIL Foundation certification or proven familiarity with ITIL practices and principles
- Career Growth Mindset: Interested in career development opportunities in IT infrastructure and system administration
- Willingness to Travel: Willing to travel to various sites as needed to provide on-site support and collaborate with teams
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**Benefits, Perks and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits & perks including**:

- **Benefits platform** - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- **Fitness Passport**- Access to