Desktop Support Analyst

**Job no**: V13878
**Work type**: Ongoing Full Time
**Location**: Melbourne
**Categories**: Service/Help Desk

The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.

This is a full time, permanent role and can be located in Mebourne

**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, analyze, 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.

**What we offer**:

- 17.5% leave loading
- You will receive a company laptop and working from home kit.
- Professional development opportunities, including LinkedIn licenses
- Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
- Salary packaging arrangements including novated leasing and education expenses
- Discounted health insurance with Private Health
- Attractive base salary of $87,173 per annum

If you would like to be part of this work and contribute to access to safer healthcare, we would love to hear from you.

**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

Ahpra acknowledges the Traditional Owners of Country throughout Australia and their continued connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures and Elders past and present.

With respect, no agencies please

**Advertised**: 13 Sep 2024 AUS Eastern Standard Time
**Applications close**: 22 Sep 2024 AUS Eastern Standard Time