Service Desk Technical Specialist

**Service Desk Technical Specialist**

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- WA or SA locations available
- Hybrid working flexibility, WFH and the office
- Long term contract position - through till 2026

**The opportunity**

Silverchain has a fantastic opportunity for an
**Service Desk Technical Specialist** with a can-do attitude to join our
**Digital Services** team on a fixed term full-time basis, through till early 2026.

The Service Desk Technical Specialist position within the technology operations function, provides technical expertise, root cause analysis of problems and an escalation point for first level support. The position will develop more efficient ways for the Service Desk to work, assist in developing systems and processes to stabilise and optimise the end-user experience.

The Service Desk Technical Specialist collaborates and consults closely with all functions of Digital Services, both in operations and projects with timely and effective communication. As a function that provides internal services to Silverchain, the Service Desk Technical Specialist nurtures high levels of business engagement and strong relationships to understand requirements and deliver business outcomes.

The Service Desk Technical Specialist works within a dynamic and fast-paced technology environment, with client facing operational demands within a clinical/health/aged care organisation, resulting in time based and client experience imperatives.

The delivery of the digital strategy is ambitious, and time bound. This position plays a key role in the achievement of this agenda and assisting the first line support team in being as efficient as possible, so may need to work under pressure and with competing demands.

**Key responsibilities**

The major accountabilities of this position are:

- Taking ownership of and resolving technical issues escalated from level 1 support.
- Proactively identify trends and resolve level 1 problems affecting the Service Desk.
- Develop strategies to increase both percentage and speed of first-time resolution.
- Interact and work closely with level 3 support.
- Train, document and share knowledge with level 1 colleagues to increase team capability and decrease the number of escalated incidents over time.
- Actively identify and facilitate initiatives to provide and enhance end-user experience.
- Innovate and drive continuous improvement to align to the strategic goals of the Digital and Organisational Strategy.

**About you**
- A degree qualification in Information Technology, Computer Science or a related discipline is desirable.
- Relevant industry certifications, desirable.
- ITIL Foundations, desirable.
- Excellent problem-solving and troubleshooting skills.
- Experience/qualifications in supporting a Windows environment (WIN10/11, Intune, SCCM, O/M365).
- AD/Azure AD/Group policy experience, ITSM toolsets (e.g., Service Now), Microsoft Exchange and Citrix Systems.
- Experience with Android and iOS devices and configuration.
- 3+ years of demonstrated Service Desk / Technical Support experience - ideally within a large, multi-site organization.
- Demonstrated Knowledge of contemporary ICT security practices, the threat landscape and cyber security standards.
- Strong customer service focus.
- Track record of identifying, managing and implementing technical and process improvements.
- Experience with supporting Printers, Digital Signage and Video conferencing systems.
- The ability to communicate technical information in an accessible manner to non-technical employees.
- A collaborative and solutions focused approach.
- Hands-on problem-solving ability.
- Proven highly developed communication skills, including listening, questioning, verbal and written, with the ability to explain technology services, hardware, software, and infrastructure requirements in business terms.

**Benefits**
- Competitive annual salary + super + the ability to salary package up to **$18,550**.
- Comprehensive health and wellbeing resources and support (including 3 annual mental health service sessions for you and your family).
- Discounted private health insurance with Medibank, nib and HBF.
- Paid parental leave of 12 weeks.
- Leave loading payment on top of your annual leave.
- Subsidised gym membership with participating gym partners.

**Based on Silverchain Group Policy, you will be required to provide evidence of your COVID-19 vaccinations, including booster requirements, or evidence of a medical exemption, to be considered for employment with Silverchain.**

**About Silverchain Group**

At Silverchain Group, we are proud members of the Diversity Council of Australia, and our greatest strength is our people. Driven by our values of integrity, respect, trust and compassion, we aspire to create a better home care system for all Australians. With a proud history of more than 125 years, Silverchain Group is an employer of choice and the leading provider of high-quality health and aged care in the homes and communities of more than