IT Service Desk Analyst

JobsCloseBy Editorial Insights

MedHealth seeks a full-time IT Service Desk Analyst in Melbourne to be the first touchpoint for technology issues, triage tickets, and provide onsite support while meeting SLA targets. Ideal candidates have about one year in a technical service desk, strong Office 365 and Windows Server experience, familiarity with Freshworks or similar ticketing, ITIL knowledge, and excellent communication. The role thrives in a high growth environment and requires meticulous note keeping and knowledge base contributions. To apply, tailor your resume to demonstrate incident resolution within SLA, collaboration across teams, and a customer-focused approach, and note willingness to work onsite in Melbourne; we value diversity and offer hybrid options, while international applicants are not supported.

Company Description

MedHealth are a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.

Job Description

At the core of the role is fantastic service, and a drive, desire and passion to create amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads, your ability to work under pressure, troubleshoot and diagnose issues coupled with great communication will be key to your success.

Key Duties

• Answering incoming phone calls promptly 
• Provide in person onsite support at our main offices 
• Effectively manage and triage ticket queues to ensure issues are resolved within SLA timeframes 
• Analyse, troubleshoot and escalate IT tickets to other Support teams following the escalation process with correct priority 
• Ensure all tickets are updated with accurate notes, categories and resolution or escalation notes.  
• Following documentation covering IT Incident and Request procedures 
• Contribute to documentation by adding/updating our knowledge base 
• Identifying and reporting any trends/reoccurring IT issues to the IT Service Desk Team Leader

Qualifications

To be considered for the position you will be a customer focused experienced IT Service Desk Analyst with the following experience and attributes:

• 1 years of working on a technical service desk or similar support environment
• Experience with Freshworks or similar ticketing system
• High level of experience in Office 365 applications support
• Experience with Windows Server for items such as Active Directory, Print Services etc
• Sound understanding of ITIL practices
• Experience using Pure Cloud or similar phone systems
• Experience in Office 365 applications support
• Able to work in high growth businesses, with high volumes of data & information and ever-changing needs
• Exceptional attention-to-detail
• Great interpersonal and Communication skills 

Additional Information

So why be part of the MedHealth Group?

• We offer hybrid working arrangements 
• Employee discounts for health insurance, gyms, pools and travel club
• Novated leasing and salary sacrificing
• Paid parental leave
• Purchased Leave (up to 4 weeks)
• Employee Assistance Program

Our teams are making a difference to the community that we serve - be it through volunteering, helping to raise funds or working with our network of health providers, we connect our community partners to the support they need.

** We will not be able to support international applicants for this role or accept agency applications.

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.