Graduate - Is Service Desk Analyst

3 days ago

Kelvin Grove, Australia Bolton Clarke Full time

Assist in delivering great customer experience
- Based in our Kelvin Grove main office
- Generous salary packaging - up to $18,500 per annum tax free

**About Us**

Bolton Clarke is Australia’s largest provider of independent living, health and wellbeing and aged care services. With over 16,000 team members across Australia, we have a passion for ensuring our customers live a life of fulfilment. We have an exceptional record in supporting active ageing, health, wellbeing and personal choice for our clients and residents across home community support, retirement living and residential services.

**About the role**

Key Responsibilities:

- Resolve Level 1 and 2 incidents related to software or hardware, escalating as needed.
- Prioritize and manage customer requests, ensuring prompt resolution for high-priority issues.
- Ensure data integrity within the service desk system by categorizing incidents and logs accurately.
- Document resolutions, update self-help resources, and maintain knowledgebase articles.
- Adhere to and support IS standards, policies, and procedures, identifying improvements.
- Monitor and report on hardware, software, and network resources to ensure high performance and security.
- Evaluate and manage new technology to meet business requirements.
- Liaise with IS support vendors on technical matters and events.

**About You**
- Bachelor’s degree in information technology (preferred, not essential).
- ITIL certification (beneficial).
- Strong experience in supporting end users with technical issues.
- Knowledge of contemporary network infrastructure.
- In-depth understanding of system support, including Microsoft Server, Exchange, SQL, and web technologies.
- Strong customer service and negotiation skills, managing customer expectations from request to resolution.
- Appreciation for the Aged Care Industry (beneficial, not essential).

**Our culture is both supportive and collaborative. In return for your hard work, you will receive a generous salary package plus**:

- Competitive base salary + $18,550 Salary packaging Benefits
- Private health insurance discounts - Flight Centre Travel holiday deals
- Flexible working environment
- Employee Assistance Program
- Fitness Passport Program
- Free Flu Vaccinations

**How to Apply**

**Applicants must obtain Federal Police Clearance or willingness to undertake the check, along with obtaining a 2024 flu vaccination and meeting Covid-19 vaccination evidence in line with current requirements.

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