ICT Service Desk Support Specialist

At Opal Health Care we know that companies dont succeed people purpose is to bring joy to those we care for and our values ofCompassion Accountability Respect and Excellence reflect that CARE is at the heart of everything we HealthCare is one of Australias largest aged care providers with 148 care communities across four states and employing a team of over 24000 team members nationally. We are transforming our culture and our customer experience and with plans to grow even more in the next five the role:The ICT Service Desk Support Specialist is responsible for providing first and second-level support for IT-related issues across Opal HealthCare. This role involves troubleshooting and resolving hardware software and network problems managing service requests and ensuring minimal disruption to staff and operations. The ideal candidate will have strong technical expertise excellent customer service skills and the ability to work collaboratively with other ICT team members. This is a full-time permanent opportunity and will be based in Responsibilities:Customer Service:Be a custodian of customer service and an advocate for end-users maintaining high standards of customer service. Ensure all interactions with team members are professional courteous and Service Management:Act as the primary and secondary contact point for team members for IT-related queries and issues. Log prioritise and manage incidents and service requests within the ticketing system. Troubleshoot and resolve complex hardware software and network issues. Assist other team members with escalated issues providing guidance and training as and Incident Management:Collaborate with the ICT Problem & Incident Manager to identify recurring issues and assist in conducting root cause analysis. Provide detailed incident reports and Improvement:Contribute to continuous improvement initiatives to enhance ICT service delivery. Participate in team meetings and provide feedback on processes standards tools and and Software License Management:Assist in the management of hardware assets and the provisioning of software Management:Participate in Change Advisory Board (CAB) meetings to review and assess the impact of proposed changes. Implement approved changes and ensure minimal disruption to :Work closely with other team members to provide guidance and resolve escalated issues. Collaborate with other ICT team members to ensure seamless service and Development:Provide training and mentorship to other team members. Stay updated on new technologies and processes through continuous Competencies:Strong technical knowledge and problem-solving customer service and communication in ITSM tools and ticketing organisational and time management experience in a similar role within an ICT service desk track record of managing and resolving complex technical issues.A Bachelors degree in Information Technology or a related field or equivalent certification or equivalent is desirableWhy Join UsProfessional Growth - Join a supportive and collaborative team where your career development is a priority. We offer opportunities for advancement and skill Environment - Be part of an organisation that values creativity and innovation. Contribute to exciting projects that make a difference in our Contribution - Join a team dedicated to enhancing the lives of our residents by ensuring the highest quality of care and Work Culture - Be part of a supportive and inclusive work environment where your voice in valued and your ideas are you are passionate about providing exceptional IT support and are looking for a challenging and rewarding role we would love to hear from you. Apply now to join our team at Opal HealthCareAll applicants must be willing to obtain a police clearance certificate via Opal HealthCares police check system and undergo pre-employment medical.