Service Desk Analyst (Help Desk)

Service Desk Analyst – Icon Group
  
Join our evolving and focused Service Desk team based at our head office in South Brisbane. Reporting to the Service Desk Team Leader, you will provide level 1 IT Service Desk support for all divisions of our organisation globally.

We offer a hybrid of Office (South Brisbane) and WFH Days. Expected Salary 60 – 65k + 11% Super and Leave Entitlements.

This is an amazing chance to gain hands-on experience in a fast-paced, large and quickly growing organisation. Our Service Desk Analysts have clear pathways for progression towards a fulfilling career in IT. We’d love you to grow with us!

Who are we looking for?

Our ideal new team member has some experience in a Help Desk / Service Desk environment, but more importantly brings a skillset that highlights both tech savvy and an ability to communicate and problem solve in partnership with our employees of varying technical ability levels. further to that, if getting in on the ground floor and learning the ins and outs of our end user experience before taking advantage of our different career paths excites you, then please get in touch!
  
About us:
  
Icon Group is Australia’s largest dedicated cancer care provider and has expanded globally into Singapore, Mainland China, Hong Kong and New Zealand. We are built on a strong but simple vision – to deliver the best care possible, to as many people as possible, as close to home as possible. 
 
With more than 3,500 employees company-wide, we bring together all aspects of quality cancer care, including medical oncology, radiation oncology, haematology, pharmacy and chemotherapy compounding to deliver a true end-to-end seamless service for cancer patients internationally. 
 
At Icon, You Can! 
Experience firsthand our unwavering commitment to our employees, as we surpassed the challenges of the pandemic while fostering a culture of resilience, adaptability, and unwavering support. Join an organisation that not only survived but thrived, as we continue to expand our services, embrace innovation and keep our talented team intact throughout these unprecedented times. 

A few of our benefits  

• Discounts and cashback on hundreds of brands through our internal ignite app 
• Flexible work arrangements available, including hybrid work environment, compressed work weeks, varying start-finish times and so much more! 
• Access to novated lease options via our partner RemServ 
• Access to paid parental leave 
• Resources and tools to help support and balance psychological and physical health  
• Exciting international opportunities as part of Icon’s expansion 
• Ability for apply to our internal scholarship program, which is focused on empowering continued professional development 

  
The Opportunity 

Due to internal progression a new Service Desk Analyst role has become available on a full-time basis based in our South Brisbane office. You’ll join a truly connected and talented team, providing level 1 IT Service Desk support for all divisions of our organisation globally.  
  
At Icon, you’ll play a key part by: 

• Providing first contact and support for incoming incidents and requests received via telephone, web portal, email, and chat ensuring courteous, timely, and effective resolution for end-users
• Escalating incidents and requests with accurate documentation to level 2 and 3 support 
• Recording, tracking, and documenting all actions in the incident response and resolution process 
• Using remote tools and diagnostic utilities to aid in troubleshooting and fulfilment
• Performing hands-on fixes at the desktop level when remote tools are not appropriate, including hardware configuration, delivery of peripherals, or other fixes as determined 
• Maintaining or creating articles in the IT Service Desk Knowledgebase
• Deploying pre-packaged software using distribution tools and processes
• Actively contributing in a team environment and identify opportunities for continual improvement

About You 

• You can show logical troubleshooting processes with a proactive attitude towards identifying issues and resolution
• Demonstrated experience working in a similar role, with knowledge of diagnostic tools and basic computer hardware
• You’ll understand the importance of being organised, have a keen eye for detail and sound customer service skills
• With your excellent communication skills, you’ll be eager to build strong working relationships

Are we right for you?  
Our team makes us who we are, they shape our impact and drive our success. So, it’s important we hire people who believe in what we stand for. We asked our people what it takes to succeed and love life at Icon Group. Here’s what they said: 

• You’ll truly want to work together towards our ambitious vision and goals 
• You’ll embrace and enjoy pace, progress, and change – we rarely sit still for long 
• You’ll need a serious work ethic and a thirst for job satisfaction that sees you putting up your hand to grab opportunities 

If this is you… Apply Now because At Icon, You Can.  
 
Also when you get a chance, visit https://icongroup.global/en/careers/our-people/stories/ to read the stories of our incredible people.  
 
Icon Group celebrates diversity and is committed to creating an inclusive workplace for all employees. We encourage applications from all diverse backgrounds.