Service Desk Associate

Progress with purpose at one of Australias largest health care providers
Get ahead with salary packaging benefits and professional development in a supportive team environment
Permanent full-time opportunity
Location: Sydney
About the role
The position of the ICT Service Desk Officer will be the first point of contact for any enquires for both internal and external users. It is expected that this role will deal with all Calvary streams Public and Private Hospitals Aged Care and Community Services and ensure systems supported by National ICT suit the needs of each service. Each Business Stream and Site will vary on the services they provide e.g. Maternity Mental Health Rehab ICU etc. therefore the understanding of Health Care Business Processes needs to be broad.

Key Responsibilities
Provide first line support for any information technology issues and problems
Provide assistance by phone face to face and using a ticket management system.
Triage initial call and allocate to appropriate technical or application specialist
Create internal and external user documentation and assist end users with issue resolutions
Set-up active directory user accounts exchange mailboxes and distribution group emails
Apply appropriate security rights for application and reports
Participate in Calvary Change Control process and ensure all changes carried out in regard to National Systems have both Technical and End User documentation
Assist with the testing process for Calvary applications

What You Bring

• Relevant tertiary qualifications in Information Technology or a related discipline
• 35 years experience working in an ICT Service Desk or similar support role with strong application troubleshooting and problem-solving skills
• Demonstrated ability to work effectively in a fast-paced environment managing priorities and escalating issues when required
• Excellent organisational and time management skills with strong attention to detail
• High proficiency across the Microsoft Office 365 suite Exchange Online and general administrative tasks
• Experience using ticket management systems such as Jira Service Management or ServiceNow
• Experience with Active Directory administration and Windows operating systems
• Sound understanding of ITIL principles and service management best practices
• Strong customer service focus with excellent communication and interpersonal skills

Desirable
Previous ICT experience within the private or public healthcare sector
Familiarity with clinical or hospital-related systems and technologies
Experience with Citrix environments
Why work for Calvary
At Calvary our staff matter.
With over 130 years experience and 18000 staff and volunteers we offer an inclusive and welcoming culture where you are valued drawing on your own strengths identity and background alongside a team of professionals who care for our patients residents and clients.
Your benefits:
NFP salary packaging benefits discounted health insurance and gym memberships
Paid parental leave
Training development pathways and career opportunities
Flexible hours that make sense for you
As we serve the community across Home Virtual and Residential Aged Care Retirement Living and Hospitals one thing sets us apart. Care from the heart. If this sounds like you apply for a role with Calvary today.
Please note the following:
~ As part of the application process you will be required to complete pre-employment checks which may include but is not limited to reference checks work rights criminal history check NDIS/WWCC/WWVP checks and a health evaluation to ensure suitability for the role

Required Experience:
Unclear Seniority