IT Service Desk Analyst

JobsCloseBy Editorial Insights

MedHealth is seeking a customer-focused IT Service Desk Analyst to join its Melbourne onsite team. This role is the first point of contact for technology issues, handling incident triage, first-contact resolution within SLAs, documenting troubleshooting steps, hardware repairs, user account management, and remote or on-site support. The ideal candidate will have 1+ year in a tech service desk, experience with Freshworks, strong Office 365 and Windows Server knowledge (Active Directory, Print Services), ITIL awareness, and comfort with Pure Cloud or similar phone systems, plus outstanding communication and attention to detail. Tips: tailor your resume to show SLA results, concrete fixes, and collaboration; highlight adaptability to high growth and data volumes. 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

• Ensure all calls are answered within a specified period
• Provide a first-class service through to resolution within agreed SLAs
• Document and maintain accurate records of support activities and troubleshooting
• Assist in investigating, analysing and resolving hardware problems including performing hardware repairs, maintenance, technical assistance and support on all computing equipment and peripherals
• Carry out activities related to user account management such as creating, changing and deleting user accounts
• Troubleshoot and resolve issues related to network and printers
• Provide remote and on-site support as required by the business

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.

You are welcome here.

Our fast-growing team of more than 4,000 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 LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

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