Service Desk

Let’s talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let’s talk about Diversity, Equity and Inclusion


Let’s talk about this role

As the IT Service Desk & Field Support Officer, your role will see providing a high standard of customer service to all nib IT customers in a punctual, professional, cooperative, helpful and courteous manner.

You will also:
- Tap into your technical expertise and showcase your communication skills whilst wowing your customers as you provide timely and effective technical support for queries logged via telephone and the IT service desk system- Aim for first call resolution and pride yourself on stopping failure demand- Look for opportunities to automate tasks and make yours and your customers lives easier through effective work practices- Inform, educate and ensure consistency by creating and maintaining procedures and knowledge base documentation- Interact with the latest technology whilst you provide hands-on field support for all of nib’s end-user IT hardware and software- Maintain nib’s IT Asset Register, ensuring all asset details and licensing are recorded and kept up to date- Use management tools for hardware and software administration and to provide remote assistance, undertake hardware stock control and perform mobile device management

Let’s talk about you

We are looking for an IT service desk guru who is passionate about customer service, and ready to become part of a fun, and innovative team.

To be successful you will need:
- Tertiary IT qualification/industry certification and relevant experience in a similar role- Sound knowledge of MS desktop operating environments (Apple experience will also be well regarded), end user hardware/software, peripherals, printers, and communications equipment- Strong customer service experience and excellent interpersonal skills- Demonstrated ability to proactively identify issues and action necessary tasks- A genuine desire to consistently deliver high-quality customer outcomes- Ability to work autonomously as well as in a team environment

Let’s talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you.

Other benefits to support you at work (and play) include:
- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support _your better health _- whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.