Service Desk Administrator

As an integral part of IT Services team, you will be responsible for providing IT support to all Epworth’s IT customers. This will include: triage, resolution, and escalation of incidents and requests. Proactive management of major incidents and disruptions is core to this role and you will be expected to maintain communication with your team and other departments. This will include: triage, resolution, and escalation of incidents and requests. Proactive management of major incidents and disruptions is core to this role and you will be expected to maintain communication with your team and other departments. You will be required to provide support on-site 3 days a week or more, participating in a hybrid work model.

**Qualifications**:
**You will make an impact by**:

- Answering all incoming phone calls & respond to other ticket sources as necessary. Providing 1st level support remotely and in person.
- Log, review, escalate & closure of incidents and service requests in the ITSM toolset.
- Ensure high standards of customer satisfaction is maintained.
- Participate in rotating On-Call support.
- Keep end-users informed throughout the life cycle of the incident/request.

**To be successful in this role**
You will bring a positive attitude with an enquiring mind and ability to problem solve in a fast-paced healthcare environment. Providing positive customer experiences to your stakeholders will be at the core of what you do, using clear and concise communication to effectively assist your customers. You will manage your time across varied tasks whilst ensuring internal policy is adhered to. You will contribute to the continuous improvement of customer experience through communication with the team leader and others about user experience and common faults

**You will make an impact by**:

- Answering all incoming phone calls & respond to other ticket sources as necessary. Providing 1st level support remotely and in person.
- Log, review, escalate & closure of incidents and service requests in the ITSM toolset.
- Ensure high standards of customer satisfaction is maintained.
- Participate in rotating On-Call support.
- Keep end-users informed throughout the life cycle of the incident/request.

**To be successful in this role**
You will bring a positive attitude with an enquiring mind and ability to problem solve in a fast-paced healthcare environment. Providing positive customer experiences to your stakeholders will be at the core of what you do, using clear and concise communication to effectively assist your customers. You will manage your time across varied tasks whilst ensuring internal policy is adhered to. You will contribute to the continuous improvement of customer experience through communication with the team leader and others about user experience and common faults

**Additional Information**:
At Epworth, it’s a community. It’s the sense of belonging and being part of an organisation that puts the patient in the centre of all that is done. In addition to this, you will have access to:

- Epworth’s enhanced Not for Profit status (and not available in the public sector) provides the opportunity for employees to salary package up to $15,900 pre-tax annually, leading to greater take home pay
- The largest educational scholarship program of its kind in Australia
- Ability to purchase up to four additional weeks of leave
- Reduced cost of health services for you and your family at Epworth

**At Epworth, we care.**

We care about our patients and we care about our people. We care about keeping everyone safe. We care about valuing and empowering our people, and growing careers. And we care about giving our people support and flexibility to thrive, and contribute to our communities.

**Enquire / Apply**

Sound interesting? To apply, click the **I'm Interested**button and attach your CV and cover letter.

For more information, refer to the attached position description or contact Epworth Talent on (03) 9426 0606.
- As a child safe organisation, all successful applicants are required to satisfactorily clear a National Police Check (conducted by Epworth) and may be required to hold a valid employee Working with Children Check (provided by you)._
- At Epworth, we believe inclusion and diversity are essential to our culture and values. We focus on fairness and opportunity for all - across race, ability, ethnicity, gender, age, sexuality, cultures and beliefs - that reflect the communities we work in. At Epworth, we care._