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April

It Service Desk Analyst | National Office Vic

Regis Aged Care Pty Ltd - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

If you are an experienced IT Service Desk Analyst looking to pursue a career in Aged Care, apply now!

About our company

With over 60 facilities Australia wide and in excess of 8000 staff, Regis is an innovative Aged Care provider with over 20 years of experience in the industry that focuses on achieving the best possible outcomes for residents and staff. We are looking for people who genuinely care and in return, we will provide you with an environment where you will feel supported and appreciated. At Regis, we can offer you a diverse role within a grown industry that is highly regulated, complex and meaningful, and where you will enjoy the benefits of exceptional training and development opportunities.

About the role

The Service Desk Analyst is responsible for responding, analysing, managing and resolving service desk requests, incidents, problems and change requests. Responsibilities include updating the Service Desk requests, as well as communication with stakeholders as required whilst maintaining ownership of the request through to resolution and root cause identification.

The role will also work closely with a variety of internal and external stakeholders to support all IT related escalations across the Regis Group. The role will track and resolve IT escalations in a timely manner. They will also undertake support of the root cause analysis of IT escalations to ensure repeat escalations do not occur.

Skills & Experience

To be successful in this role the person will provide superior customer service skills and will bring experience in a large-scale Service Desk environment. Critical to the role is demonstrated excellence in technical and investigative skills for effective trouble shooting as well as being well mannered and have excellent communication skills. The role requires the incumbent to be a pro-active self-starter who loves to learn new things and takes pride in exceeding SLA€™s.

You will bring:

  • Detailed cross-functional knowledge of the IT environment, technologies in use and their associated support requirements;
  • Proven high level problem solving ability;
  • Experience in working with, negotiating and managing third party service providers to deliver support outcomes;
  • An ability to engage at all business levels and success in managing and forging strong relationships with key internal and external stakeholders;
  • Demonstrated ability to build IT technical documentation;
  • Customer service focused attitude with care and attention to customer priority issues and appropriate levels of customer communication.
  • Proven knowledge and application of ITIL framework.
  • Excellent written and verbal communication skills; personal presence.
  • Able to effectively communicate with a broad range of stakeholders (i.e. frontline to Executives).
  • High level of computer literacy.
  • High level of accuracy and attention to detail whilst maintaining efficient use of time.
  • Good relationship skills with stakeholders; able to secure their time and attention.
  • Good team player with a good work ethic.

Desirable:

  • ITIL Foundation in IT Service Management;
  • 2 years€™ experience working in an IT Service Desk;
  • Previous experience working in a Citrix based environment;
  • Experience in working with external IT vendors;
  • Preferred Degree Level qualification in Information Technology, Engineering, Computing or related discipline

$60 - $65k base + super*

*Salary is negotiated based on previous work experience

Workplace Culture

Regis is the support you need for the career you want. At Regis, you will be a part of a unique and supportive culture where every team member is treated and valued as an individual. You will find flexibility, a professional challenge and appreciation for the work you do.

Employee Benefits

  • Well-structured training specific to Regis that sets you up for success
  • Financial studies assistance support to enable you to continue to develop
  • Access to a structured on-boarding program
  • Individually tailored development plan
  • Flexible working arrangements
  • Access to discounted health care, gym memberships and free influenza immunisation
  • Appreciation and laughter every day at work

For a career that€™s more than just a job, apply now!