Service Desk Support

**ABOUT THE ROLE: User Support Specialist**
- An opportunity has come up to join the Mercy Health IT Applications team. This team provides ongoing support and guidance to the business around the Application Landscape at Mercy Health. This role will be responsible for:

- Permanent, full time position for immediate start
- Located at the Richmond Support Services office
- Hybrid working environment
- Receive customer contacts, gather information and problem description
- Attempt to resolve problem or then refer unresolved calls to the appropriate team for resolution.
- Accurately and timely maintenance of service tickets
- Proactive identification of risks / opportunities and mitigation plans
- Proactively work on the creation and management of staff accounts to various systems

**ABOUT YOU**:

- A degree in computer science or business information related field
- Previous working experience in IT support
- Work autonomously and as part of a team
- Have excellent customer service skills
- Demonstrated experience in solution support and maintenance
- Ability to work constructively and collaboratively
- Use sound judgement and maintain strong attention to detail
- Set priorities and make operational decisions to achieve objectives

**ABOUT US**:

- Mercy Health is a Catholic organisation grounded in a 2,000-year tradition of caring for others. Founded by the Sisters of Mercy, Mercy Health is made up of more than 9,500 people who provide acute and subacute hospital care, aged care, mental health programs, maternity and specialist women’s health services, early parenting services, home care services and health worker training and development.
- Mercy Health is proud to be recognised as an Employer of Choice for Gender Equality by the WGEA.
- Mercy Health is committed to the safety of all children and vulnerable people across our services. We recognise the importance of listening to the voice of children and vulnerable people and have a zero tolerance of any form of abuse and neglect.

**WHAT WE OFFER**:

- Mercy Health recognises that people are searching for meaning in their work life and finding a workplace that connects with their values is a key motivation when choosing an employer. As a not-for-profit healthcare provider, Mercy Health has a strong mission and clear values that guide us in everything we do. We pride ourselves on:

- caring for our people and those important to them with generous employee assistance available for employees and their families
- protecting children and vulnerable people in all our services, by listening to them and having zero tolerance of any form of abuse and neglect
- taking a stand against climate change, which is one of the biggest threats to the health of the world and all humanity, and committing to action that will help make our world fairer and more sustainable
- offering benefits such as generous salary packaging, purchased leave, career progression and development opportunities, access to health and wellbeing programs and a range of discounts across a diverse portfolio of financial, healthcare, travel and other services.

**WHAT YOU WILL NEED**:

- Proof of vaccination status consistent with public health orders and with Mercy Health’s policy (includes but is not limited to COVID-19 and seasonal influenza vaccination compliance requirement).
- If you have any questions or require any adjustments to ensure a fair and equitable interview and selection process please contact us on the details below.

**CONTACT DETAILS**:

- Mathew Kortum, Head of Applications

Head of Applications Mathew Kortum

(03) 8416 7742