Senior Service Desk Analyst

As a Senior Service Desk Analyst you will play a crucial role in providing technical support and assistance to endusers within the organisation. You will handle technical issues troubleshoot software and hardware problems and ensure the efficient operation of IT systems. This position requires a strong blend of technical expertise problemsolving skills time management and customer service orientation.

Responsibilities:

• Technical Support: Provide Level 13 support for software hardware networks and IT systems via phone email chat or inperson. Escalate complex issues as needed.
• Incident Management: Log track and prioritise incidents using IT service tools ensuring timely resolution and adherence to SLAs.
• Problem Resolution: Analyse recurring issues recommend solutions and collaborate with teams to implement preventive measures.
• User Training & Documentation: Create userfriendly guides and conduct training to empower selfresolution of common issues.
• Asset Management: Maintain IT assets software licenses and configurations ensuring accuracy through audits and updates.
• Continuous Improvement: Enhance processes tools and workflows to improve service delivery and team efficiency.

Qualifications :

• Bachelors degree in computer science information technology or a related field (or equivalent experience)
• Minimum 23 years in a technical support role preferably in a service desk environment
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
• Strong problemsolving and analytical skills
• Familiarity with the ITIL framework and handson experience with IT service management tools (e.g. ServiceNow Jira Service Management). As an Atlassianbased organisation proficiency in Jira is particularly valuable.
• Excellent communication and customer service skills with the ability to explain technical concepts to nontechnical users.
• Ability to work independently and as part of a team
• Customerfocused attitude with a commitment to providing highquality support and service.
• Certifications like CompTIA A Google IT Support Professional Certificate or Google Workspace Administrator or ITIL Foundation are highly advantageous.

Additional Information :

Youll be joining a highly motivated agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hypergrowth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

Other benefits include:

• Unlimited access to the SAGED and Greenhouse learning platforms.
• Discounts with over 450 retailers through the Merit Reward and Recognition platform.
• Competitive salary and package.
• Full time workfromhome role.
• Access to coworking spaces in Sydney Melbourne and Brisbane. 
• Mental health support through our wellbeing platform Unmind
• Being part of one of the fastestgrowing industries in Australia while improving the lives of hundreds of thousands of patients. 

#LILM1

We are committed to facilitating a barrierfree recruitment process and work environment. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Remote Work :

Yes

Employment Type :

Fulltime