Service Desk Coordinator

5 days ago

Bundall, Australia Infinite Aged Care Full time

**_The Opportunity _**

At Infin8 care, we pride ourselves on our ability to provide an environment which encourages and enables our 1500+ residents across 17 sites to remain independent and participate in activities that support their needs and promotes their quality of life.
- Assign and prioritise incoming tickets to service desk team members based on workload, expertise, and urgency.
- Monitor ticket queues and ensure timely resolution within service level agreements (SLAs). Tickets are followed up and updated by service desk officers.
- Collaborate with other IT team members to identify recurring issues and recommend improvements to enhance overall IT infrastructure and user experience.
- Participate in regular team meetings to discuss challenges, share knowledge, and implement process improvements.
- Monitor feedback and take appropriate actions to address concerns and improve service quality.
- Diagnose and resolve technical issues related to hardware, software, network connectivity, and other IT-related problems.
- Escalate complex issues to appropriate support team members and follow up to ensure resolution.

**_ The Rewards_**

The residential aged care sector is growing. Recent acquisitions and a pipeline of growth opportunities mean that Infin8care is in it for the long haul. Yes - we offer competitive salaries, and discounts on a range of goods and services but more importantly, we offer a learning environment where every staff member is valued, appreciated, encouraged, and supported to be the best version of themselves.

**_ About You_**

At Infin8care_, _we hire on attitude and aptitude, so you **DO NOT** need experience in the aged care sector - you do however need to be aligned with our philosophy and values of Diversity, Compassion, Accountability, Excellence, Integrity, and Empowerment and have a desire to provide the very best service in all that you do. In addition to this you will have:

- Previous experience in service desk queue management and systems is essential. Zendesk experience desired but not required.
- Proven experience in a customer service or technical support role.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work well under pressure and prioritise multiple tasks in a fast-paced environment.

**_ Who are we?_**

We are a rapidly growing national residential aged care provider, with over 30 years’ experience in providing quality individualised care to ageing residents. But we are also so much more As a collective team, we work hard every day to create a home away from home for our residents, their loved ones, and our staff. Our residents sit at the heart of everything we do, and we know without a doubt that happy staff equal happy residents We do whatever we can to help our team feel pumped to come to work, happy once they get there and fulfilled by the work they do and the people they are around each day.

Want to know before applying? Call Teri on 07 5667 0815

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