Service Desk Analyst

3 weeks ago

Richmond, Australia Mercy Aged and Community Care Ltd Full time

Employment Type: Permanent full time

Salary: $72,000 + Super + On-call allowance. Salary Packing also available.

Location: Mercy Support Office Richmond (VIC)

Upload with Application: Resume, cover letter, and all relevant qualifications

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we’re on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us as at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

As a Service Desk Analyst, you’ll use your passion for both technology and commitment to customer service, to help achieve even more for all who need us. Reporting to the Service Desk Manager, you will be the first point of contact for all IT Helpdesk enquiries, and you will be responsible for effectively and efficiently managing the enquiries to resolution.

What you’ll bring

It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you’ll find you can build something here and find your place in a team of 10,000 hearts.

To thrive in this role, you will have:

  • Proficiency in troubleshooting Windows, Mac OS, and Microsoft 365

  • Familiarity with networking basics, VPN, Active Directory, and remote desktop tools

  • Experience with ticketing systems such as ServiceNow, JIRA, or similar

  • Excellent time management, organisational and communication skills, with the ability to adapt and problem solve

  • The ability to nurture friendly, respectful relationships and contribute to a collaborative team environment

Key Responsibilities

  • Provide First-Level Support: Respond to and resolve end-user issues related to hardware, software, and network connectivity via phone, email, and ticketing systems

  • Troubleshoot Technical Issues: Diagnose and resolve technical issues, including Windows/Mac operating systems, Microsoft 365, VPNs, printers, and other workplace applications

  • Ticket Management: Track, manage, and document incidents and requests using our ticketing system, ensuring issues are resolved within SLA guidelines

  • Escalation and Collaboration: Identify complex issues and escalate them to appropriate internal teams or third-party vendors while maintaining ownership of the issue until resolution

  • Process Improvement: Contribute to knowledge base documentation and participate in continuous improvement initiatives to enhance support operations

  • After Hours Support: Participate in 1st level After Hours support roster

  • KPI: Achieve minimum personal NPS score (and team NPS score) as assigned by the Service Desk and Technical Support Manager

Qualifications

  • 2+ years in an IT support or service desk role

  • Knowledge or experience within the healthcare is desirable but not essential

  • ITIL v4 Certification or willingness to obtain

You will also be required to provide evidence of, or in the process of obtaining:

  • Current Working Rights

  • A current Police Record Check and Working with Children Check.

  • Current COVID-19 certificate, proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Are you ready to apply for this role? Click Apply

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.

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