Service Desk Officer

Your role at St John of God Health Care

The Position- Providing first level customer support services to stakeholders on the day-to-day operational capacity of desktop and infrastructure services.- Undertaking call management, which includes the initial logging, diagnosis and classification of service requests.-

• Supporting the allocation of multi-factor authentication accounts for VPN and TS gateway.- Providing Network access to customers in line with the Security Policy.- Resolving operational service issues utilising established standards and guidelines with particular emphasis on assessing client's needs.- Resolving problems and issues directed to the service desk performing ICT trouble shooting services.- Escalating issues and problems according to service management incident, request and problem processes and procedures.- Liaising with Tier 2 and Tier 3 technical staff to resolve customer issues and ensure continuity of service for users.- Preparing and contributing to the development of correspondence and reports, maintain and accurately document resolution strategies within the appropriate knowledgebase repository and incident management tools.- Tracking and reporting on service requests and incidents to ensure that support is carried out in accordance with agreed standards, methods and procedures, and SLA's are being adhered to.- Developing and maintaining Process Check Lists to assist with common service requests and queries.- Participate in the continuous improvement of systems and service delivery and contribute to the development of systems policies processes, procedures guidelines and documentation.

You will have at least three (3) years' demonstrated experience working in a service desk / help desk environment, including the use of appropriate call management tools to capture and resolve or escalate ICT issues. You will demonstrate knowledge and experience in the use, maintenance and support of information systems, computing equipment and networking devices including Microsoft Windows Operating Systems and Microsoft Office suite of products.

To be successful you will possess demonstrated written and verbal communication and interpersonal skills to communicate effectively with users at all levels across the organisation and prepare documentation, with sound analytical and organisational skills, and the ability to work as part of a team in a collaborative environment and provide high levels of customer service

Above all, people will be at the core of everything you do committing to and supporting our Mission and Values.

We can offer you- Salary $73,804 to $79,469 plus 11.5% Superannuation- Permanent and fixed term positions available (12 month fixed term fulltime and permanent fulltime)- Located in central Kings Square offices Perth CBD- Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as :

For enquiries contact Gabrielle Gross, Service Desk Change Manager (08)6116 0146

Applications close 28 October 2024