Desktop Support Analyst

**Job no**: V14126m
**Work type**: Ongoing Full Time
**Location**: Melbourne
**Categories**: Information Technology
- Full time, permanent position
- 5 days in office
- Commencing immediately

The Australian Health Practitioner Regulation Agency (Ahpra) is the national agency responsible for administering the National Registration and Accreditation Scheme (National Scheme) in partnership with 15 National Boards for the regulated health professions.

This is a full time permanent opportunity that is based in Melbourne.

**About the role**

The Desktop Support Analyst will be responsible for second level of support for Ahpra’s Business Services / IT range of Services as outlined in our services catalogue to all Ahpra Staff, Executive and Board members. This role will be the escalation point for service desk analyst and become a conduit between service desk and other teams in the IT Directorate. The role is also expected to provide first level support when required.

**In this role you will**:

- Ensure end-to-end ownership of support requests, providing regular updates to stakeholders and maintaining effective communication with customers during major incidents, while managing activities in the Service Desk/Desktop space for incident resolution.
- Own and maintain the Known Error Database, ensuring issues impacting services are identified and resolved.
- Work to specified Service Level Agreements (SLAs) to deliver consistent customer experiences.
- Manage and finalize all service desk requests via phone, service portal, or in person, providing both first and second level support.
- Install, maintain, test, analyse, and resolve issues for all local and remote hardware and software, including PCs, mobile phones, tablets, laptops, printers, and peripherals.
- Maintain up-to-date fleet management by tracking ICT assets, including inventory, warranty, and license information in the asset management system.
- Relevant tertiary qualifications preferred or equivalent experience in required areas of expertise.
- Minimum 3 years of experience in a Level 1-2 IT support role.
- Thorough proficiency and proven experience working with Windows Active Directory, Azure Entra ID, Exchange, M365, Microsoft Intune/SCCM, Azure VMs, windows 10/11.
- ITIL certification, Azure, Microsoft 365 certifications, and PowerShell skills are highly desirable.
- Strong troubleshooting and problem-solving skills.
- Team player - ready to contribute whatever it takes or play any role on a team to get the job done.
- Ability to work independently and collaboratively in a fast-paced environment, prioritising tasks and managing multiple competing priorities effectively.
- Experience working with multi-skilled teams across various technical disciplines.
- Ensure customer satisfaction and positive client experience.
- A friendly, positive, and customer-focused attitude.
- Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
- 17.5% leave loading
- You will receive a company laptop
- Professional development opportunities, including Linkedin Learning licenses
- Salary packaging arrangements including novated leasing and education expenses
- Discounted health insurance with Private Health
- Attractive salary of $87,173 per annum plus Superannuation

**We will be shortlisting throughout the advertising period and should we identify suitable applicants, we may cease advertising early.**

**To apply**:

- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
- Applications Close: 11.30pm AEDT Tuesday 26 November 2024

With respect, no agencies please

**Advertised**: 19 Nov 2024 AUS Eastern Daylight Time
**Applications close**: 26 Nov 2024 AUS Eastern Daylight Time