Service Desk Analyst

The IT Service Desk Analyst is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers, terminals, Smartphones, printers and associated peripherals. They are the first technical point of contact providing re-active and pro-active incident resolution and service request management for specialty applications and software used with in the business.

About the Team

The Healius Service Desk is a national team of motivated, technical analysts, working at major sites across Australia. They are dedicated to delivering high levels of customer service and satisfaction while building on their technical skills.

The team works in extended business hours to support a 24x7 business with an on-call team to cover after hours.

Key Responsibilities

• Provide 1st and 2nd level support to internal and external customers via phone, email and automated processes.
• Diagnose and resolve technical hardware and software issues assigned to them.
• Research solutions using available information resources.
• Advise user on appropriate action, sometimes education of user is required.
• Follow standard Service Desk procedures.
• Log all Service Desk interactions and document issue resolution using the ITSM system
• Identify and effectively prioritise situations requiring urgent attention and co-ordinating with relevant resolver teams
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Maintain excellent communication with all end users and other members of the technology department.
• Work with outside vendors as needed.
• Creation of AD accounts and mailboxes
• Contribute to the effectiveness of the IT Operations, including sharing of knowledge and information, documenting processes and procedures

Key Challenges:

• Triaging tickets and escalations to correct resolver teams
• Supporting a diverse set of specialised applications and technologies
• Handling high volumes of calls and tickets and staying pro-active
• Dealing with difficult callers

Skills & Experience Required:

• Microsoft 365 admin experience
• Windows 10/11 experience
• Extensive knowledge of Apple iPhone/iPad/MAC
• Attention to detail
• Customer service orientated
• Communication skills & empathy
• Ability to learn quickly
• Troubleshooting/problem solving
• Ability to work well under pressure
• Teamwork & socialization
• Motivation & well developed time management skills

Employee benefits and wellbeing

• Access to a marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
• An e-learning platform with access to a library of courses and learning paths.
• An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
• Corporate health insurance discounts, banking benefits and novated leasing consultations.

Vaccination requirements

As per the Healius Group Vaccination Policy, there may be some vaccination requirements in some Hospital settings.