- Assist in delivering great customer experience
- Based in our St Leonards Office
- Generous salary packaging - up to $18,500 per annum tax free
About Us
Bolton Clarke is Australia’s largest provider of independent living, health and wellbeing and aged care services. With over 16,000 team members across Australia, we have a passion for ensuring our customers live a life of fulfilment. We have an exceptional record in supporting active ageing, health, wellbeing and personal choice for our clients and residents across home community support, retirement living and residential services.
About the role
As an IT Service Desk Analyst, you will provide Level 1 and 2 Technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments at Bolton Clarke. With a strong customer service focus, the Service Desk Analyst assists in the use of application software products and/infrastructure components to meet the organisation’s needs.
Key Responsibilities:
- Resolve Level 1 and 2 incidents related to software or hardware, escalating as needed.
- Prioritize and manage customer requests, ensuring prompt resolution for high-priority issues.
- Ensure data integrity within the service desk system by categorizing incidents and logs accurately.
- Document resolutions, update self-help resources, and maintain knowledgebase articles.
- Adhere to and support IS standards, policies, and procedures, identifying improvements.
- Monitor and report on hardware, software, and network resources to ensure high performance and security.
- Evaluate and manage new technology to meet business requirements.
- Liaise with IS support vendors on technical matters and events.
- Bachelor’s degree in information technology (preferred, not essential).
- ITIL certification (beneficial).
- Proficiency in Microsoft Office applications; knowledge of Windows 10 to Windows 11 support.
- Strong experience in supporting end users with technical issues.
- Knowledge of contemporary network infrastructure.
- In-depth understanding of system support, including Microsoft Server, Exchange, SQL, and web technologies.
- Strong customer service and negotiation skills, managing customer expectations from request to resolution.
Our culture is both supportive and collaborative. In return for your hard work, you will receive a generous salary package plus:
- Competitive base salary + $18,550 Salary packaging Benefits
- Private health insurance discounts · Flight Centre Travel holiday deals
- Flexible working environment
- Employee Assistance Program
- Fitness Passport Program
- Free Flu Vaccinations
To join our diverse, purpose driven organisation that offers rewarding professional development opportunities, please apply below with a resume and cover letter.
Applicants must obtain Federal Police Clearance or willingness to obtain, along with this season's flu vaccination and provide Covid-19 vaccination evidence.
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