Service Desk Consultant
2 days ago
**Telstra Health - Aged and Disability**
The Aged & Disability Division of Telstra Health is committed to providing high quality software solutions to the Aged & Disability care market. Our products include clinical, medication management and administration systems for the residential aged care setting, and home/disability care systems and mobile apps for the community care sector.
**The Role**
The main role of the Service Desk Consultant is for providing first level support to the Australian client base that operates the Telstra Health/iCareHealth Clinical Care, Medication Management & Resident Manager Software. Areas of responsibility include but not limited to:
- Logging calls with and liaising with various other Telstra Health/iCareHealth team members.
- Manage all incidents and requests in our call management system.
- Follow through on escalated cases, chasing for responses where required.
- Communicate case status and progress back to end user in a timely manner.
- Troubleshoot Level 1 Support issues.
- Engage in weekly, fortnightly or monthly meetings with clients.
**What You’ll Bring**
- Experience in Client Support or helpdesk within IT environment required
- Experience with Case Management system
- Experience in technology/development environment
- Customer Service skills an asset in call centre/helpdesk environment
- Effective interpersonal skills
- Process driven with strong and organisational capabilities
- Experience in Health, Aged Care and Community Care or Nursing Sector
**Benefits of a career at Telstra Health include**:
- Free Telstra mobile phone and plan for eligible employees
- Multiple leave options including paid parental, annual, sick, and COVID-19 Pandemic Leave
- Purchase leave options
- Flexible Work Policy that includes flexible hours and work from home options
- Free 24/7 professional and confidential support for you and your family via Benestar
- 25% discount on Telstra services including home broadband and post-paid mobiles
- 1 paid volunteer day
- Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
- A diverse and supportive environment where you can bring your whole self to work
- Employee representative groups to support diverse employees
- Career development and growth with ongoing free learning courses
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