Service Desk Analyst

**Call Logging and Prioritisation** - Ensure that all calls regardless of source are logged in the IT Service Desk system and prioritised within agreed service levels and ensuring the quality of data in the Service Desk system tickets
- ** Call Escalation** - That all calls which are unable to be handled directly by the Service Desk Analysts are escalated to the appropriate resources within IT via the IT Service Desk system
- ** Issue Resolution**:

- Where appropriate and skills and knowledge permit, advise customers of issue resolution steps, and record these activities in the IT Service Desk System
- ** Call Closure **- To ensure that calls are closed in the IT Service Desk system, and that call completion is agreed with the originator of the call.
- ** User Registration **- Employee on and off-boarding including device imaging, smart phone setup and software deployment tasks
- ** Knowledge Sharing** - Use and contribute to the updating of the IT knowledge base as new solutions are developed and approved.
- ** End User Training** - Create training materials and conduct end user training sessions either face to face or via electronic means (e.g. teleconference, video conference)
- ** Service Response Planning** - Provide input into the IT planning and service response activities
- ** Service Level Adherence** -Adhere to agreed service levels and advise supervisor / manager when it is known that service levels cannot be achieved or have been breeched
- ** Customer Communications** - To communicate with customers of IT in a clear, concise and unambiguous manner, and to ensure that advice given is consistent with that of other IT team members
- ** Asset and Configuration Management** - Tracks, logs and corrects information to protect assets and components.
- ** Cybersecurity** - Report/escalate any security incidents or suspected incidents reported by users or detected by monitoring tools. In addition, educate users on cybersecurity best practices and company policies.
- ** Teamwork and culture**:

- This position is required to contribute positively to team work to achieve operational outcomes and promote a positive SCC workplace culture in alignment with SCC Values, Mission and Vision.
- ** Stakeholder relationships **-** **This position is required to liaise and collaborate with all relevant stakeholders, both internal and external to ensure effective and efficient workflow.
- ** Work Health and Safety (WHS)** -** **This position is required to comply with and contribute to Work Health and Safety policies and procedures.

Essential Capabilities
- Excellent communication and documentation skills
- Good knowledge of incidents and service request management using ITSM
- Good problem-solving and trouble shooting skills
- Proficient knowledge of Windows 10 and Office365 Suite
- Good knowledge of hybrid Microsoft based enterprise environments: On premises AD, Entra ID, Intune, Exchange, Microsoft 365 Admin, etc.
- Familiar with Android smartphones and tablets

Desirable Capabilities
- Experience in using TeamViewer or equivalent technology
- Experience in health care software user management
- Familiar with PowerShell scripting

**Qualifications**:
**Essential**

**Desirable**
- Relevant IT accreditation or certifications. These could include MCP or CompTIA A+ (or experience demonstrating such knowledge)
- ITILv4 Certification (e.g. foundation certificate)

Essential Experience
- At least one year experience in a 1st level IT support role.

Desired Experience
- Familiar with 2nd level IT support role.

**What’s in it for you?**
- You will be joining a highly functional & experienced team
- Competitive salary package
- NFP salary sacrificing benefits + meal & entertainment allowance up to $15,900
- Annual leave loading
- Discounted private health insurance
- Access to our Employees Assistance Program
- An extra day’s annual leave paid at Christmas
- Flexible start times
- Maxxia Salary Packaging and Rewards, including discounts at major retailers, cinemas and restaurants
- Heart HQ our Southern Cross Care (NSW & ACT) People Platform that is packed with exclusive benefits and features designed to help you Celebrate, Connect and Succeed.

**About Southern Cross Care (NSW & ACT)**
- We are a not-for-profit organisation with a mission to empower older people to ‘live life to the full’. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT._
- We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel_