Service Desk Analyst

7 days ago

Sydney, Australia Australian Health Practitioner Regulation Agency (AHPRA) Full time

**Job no**: V14125
**Work type**: Ongoing Full Time
**Location**: Sydney, Melbourne
**Categories**: Service/Help Desk
- Full time, permanent position
- 5 days in office
- Commencing immediately

The Australian Health Practitioner Regulation Agency (Ahpra) is the national agency responsible for administering the National Registration and Accreditation Scheme (National Scheme) in partnership with 15 National Boards for the regulated health professions.

This is a full time permanent opportunity that is based in Sydney

The Service Desk Analyst is a member who actively manages the service desk, acts as a point of contact for IT Service Management, and processes incident tickets pertaining to service interruptions as well as access and service requests.

**In this role you will**:

- Allocate, manage, and finalise all service desk requests via channels including phone, service portal or in person
- Provide customer focused phone-based IT support to Ahpra staff
- Proactively and regularly inform customers on the progress of their service request and ensure requests are completed in line with service level agreements or escalate accordingly.
- Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.
- Delivering exceptional customer service support to a variety of environments
- Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients
- Ensure end-to-end ownership on support requests, providing regular updates to stakeholders until resolution
- Ensuring all actions and resolutions are documented within our ticketing system
- Contribute to the upkeep of client documentation and knowledge base articles to for common issues

**What we offer**
- Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
- 17.5% leave loading
- You will receive a company laptop
- Professional development opportunities, including Linkedin Learning licenses
- Salary packaging arrangements including novated leasing and education expenses
- Discounted health insurance with Private Health
- Attractive salary of $66,848 per annum plus Superannuation

**We will be shortlisting throughout the advertising period and should we identify suitable applicants, we may cease advertising early.**

**To apply**:

- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
- Applications Close: 11.30pm AEDT Sunday 9th March 2025

With respect, no agencies please

**Advertised**: 07 Mar 2025 AUS Eastern Daylight Time
**Applications close**: 09 Mar 2025 AUS Eastern Daylight Time

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