Time left to apply: End Date: November 29, 2024 (25 days left to apply) Job requisition id: JR139496 Job Description: We draw on the talents of our people and collaborate with others who share our vision and values to continue the pioneering spirit of Mary Aikenhead and the Sisters of Charity. We are committed to providing compassionate and innovative care, enabling hope for those we serve. We are actively sourcing an experienced Service Desk Analyst to join our Service Desk Teams within St Vincent's Health Australia. Reporting to the Service Desk Team Leader in your area, you will deliver prompt and effective resolution through the provision of first level technical phone and ticket support related to computer systems, software and hardware. With a true passion for customer service, you will be committed to providing high quality technical support across all areas of the organisation. This Part-Time position is available on a 9 month Fixed Term contract working 3 days per week. The successful candidate could be based in Brisbane QLD or Melbourne VIC. Hybrid work model in this role is encouraged. Key responsibilities of the role: Provide outstanding technical support to users - respond to incoming requests via phone and ticketing system in an efficient and effective manner. Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps. Liaise with vendors to escalate tickets where required, research solutions, and regularly review and update knowledge base articles. Assist and advise users on appropriate action and educate or coach where necessary. Install software on user's device remotely and perform any basic administration tasks such as password resets, account creations etc. Proactively track, manage, resolve and complete requests and incidents within agreed service levels and maintain customer satisfaction. Manage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframe. Create and administer various shared network resources, provide permissions to software, drives and accounts, and other general administrative needs. Things that work for us: Tertiary qualification with some experience in Information Technology or qualified by experience in this field. Excellent written and verbal communication skills as well as strong problem solving and troubleshooting skills and a keen eye for attention to detail. Strong technical proficiency in Windows operating systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshooting. Demonstrated knowledge of Microsoft Platform, O365 services, cloud systems and prior experience with remote management and ticket management tools. Knowledge or experience within the healthcare or similar large scale, complex environment. ITIL v4 Certification – desirable. Ability to deal with conflict resolution, as well as collaborate and support on multiple priorities simultaneously and seamlessly while maintaining attention to detail in a high pressure environment. Proven personal management skills; self-enforcing punctuality, attendance, presentation and administration in all aspects and duties of the role. Things that work for you: Ability to visibly see your impact on the business and its service. Competitive salary packaging options. Discounted private health insurance. Employee Assistance Program for staff and their families. Access to the Fitness Passport (FP). Why become part of St Vincent's Health Australia? Because there is so much heart here. Everywhere you go. You'll see and feel it across St Vincent's. At St Vincent's we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair and impartial and invite people from all backgrounds to join our caring St Vincent's family – better and fairer care, always. Reconciliation Action Plan As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples. This position is subject to Commonwealth and State government direction regarding vaccination against COVID-19. Successful applicants must meet these vaccination requirements. Interested? Apply today and please note - we will be progressing applications throughout the advertising period. Closing Date: 28 November 2024 11:59pm Contact Details: Pravallika Jalalpur About Us St Vincent's Health Australia has been serving Australians with compassionate health and aged care since our first hospital was established in Sydney in 1857. Founded by the Sisters of Charity more than 180 years ago, St Vincent's is a clinical, research and education leader delivering private hospital, public hospital and aged care services across NSW, VIC and QLD. Our founder, Mary Aikenhead's vision, commitment and inspiration lives on in us and the work we do. From modest beginnings, St Vincent's Health Australia is today the nation's largest not-for-profit health and aged care provider, offering services in Queensland, New South Wales and Victoria, including public and private hospitals and aged care facilities. The St Vincent's family comprises 22,000 outstanding nurses, researchers, cooks, doctors, executives, administrators, cleaners, volunteers and more. #J-18808-Ljbffr