Current jobs related to IS Service Desk Analyst - Kelvin Grove - Bolton Clarke

Leadership opportunity to continuously improve the level of service Based in our Brisbane Kelvin Grove Office Generous salary packaging - up to $18,550 per annum tax free

About Bolton Clarke                     
With RSL Care (QLD) and the RDNS (Victoria) at the heart of our DNA, Bolton Clarke has been at the forefront of healthcare and aged care services for more than 200 years. Bolton Clarke is Australia’s largest Independently owned, not for profit provider of independent living, health and wellbeing services. With over 16000 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 at home support, retirement living and residential services.

About the opportunity:
We currently have an opportunity for an IS Service Desk Team Leader to lead our established Brisbane based team on a 12-month initial contract. In this role you will ensure the effective resolution and monitoring of 1st level support requests and incidents within designated SLAs and OLAs, maximising service availability to our individual customers and business areas.
  
Your leadership will assist the IS Service Desk staff to meet or exceed performance standards and you will work to establish and measure appropriate metrics and benchmarks, continuously improving the level of services provided.

Your new role will involve:

• Developing and fostering a team environment with a strong customer service focus
• Developing and implementing request processing and resource management techniques to ensure effective IS Service Desk staff coverage to achieve request and incident management which meets service levels and compliance requirements
• Manage critical service incidents with focus on customer communication, resolution activities and escalations
• Act as escalation point for unresolved or incomplete requests, engaging internal IS Level 2 & 3 support teams
• Report to Senior IS managers on any issue that could significantly impact the delivery of IS systems and services to the business
• Develop, implement and continuously improve the IS Service Catalogue so that it accurately defines the services provided by IS and associated information (deliverables, approvals, request process, timeframe and delivery) and imbed into the IS Service Desk management tool
• Measure and report on service delivery performance metrics as directed by the IS Service Delivery Manager
• Follow and recommend process, procedures and policies that meet compliance/governance requirements and reflect best practice

About you:
You are committed towards customer service and have at least 5 years’ experience working in IT support and systems administration. Your sound understanding of service desk solutions, Microsoft end user technology and current mobile technologies will see you thrive in this role.
  
You are also a strong communicator with the ability to present to all levels of the business and have a willingness to adopt change and implement new initiatives.
  
Importantly, you will mirror our values of Customer Satisfaction; Accountability; Continuous Improvement and Teamwork in all aspects of your work.

Our Benefits:
Our culture is both supportive and collaborative where you can make your role your own. In return for your hard work, you will receive a generous salary package plus:

• $15,900 Salary packaging + $2,650 meal and entertainment allowance
• Work life balance - office and WFH options
• Mobile phone and laptop provided
• A supportive, flexible, and fun, positive team culture
• Employee Assistance Program for you and your family
• Employee referral program – earn $$ for referring your friends and family
• Health Insurance discounts with Medibank
• Discount on selected car dealerships

How to ApplyPlease apply below with a resume and cover letter or direct on our careers site at www.boltonclarke.com.au/about-us/our-people/career-opportunities/
For further information or a copy of the Position Description please contact recruitment@boltonclarke.com.au
 
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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