Senior IT Service Desk and Field Support Officer
Senior IT Service Desk and Field Support Officer
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Job Description
Lets talk about this role
At nib we believe extraordinary people do extraordinary things. As a Senior IT Service Desk and Field Support Officer youll be at the heart of our IT Operations ensuring our people have the tools systems and support they need to thrive.
This is more than a tech support role. Youll take ownership of escalations coach junior team members shape service desk processes and support key on-site initiatives and events. Its a hands-on role that blends field support service desk operations stakeholder engagement and continuous improvement.
What youll be doing:
Deliver high-quality customer-first technical support across software hardware telephony and desktop services
Manage escalated issues and act as a senior point of contact for the service desk and field support team
Facilitate the installation configuration and maintenance of end-user devices and standard operating environments
Ensure the accuracy of IT asset management stock control and desktop imaging.
Develop and maintain user and internal documentation FAQs and training materials (written video or audio)
Provide onsite support for hub-based events and contribute to business continuity planning
Drive a positive proactive and solution-focused team culture aligned with ITIL practices
Coach and guide junior support officers and contribute to team development
Continuously seek and implement process improvements across IT service delivery
Lets talk about you
Previous experience in a senior or advanced service desk/field support role
Strong technical knowledge of Windows environments PCs/laptops thin clients mobile devices MFDs and peripheral hardware
Excellent interpersonal and communication skills with a customer-first mindset
Demonstrated ability to prioritise problem-solve and take initiative
Experience coaching or mentoring junior team members
Familiarity with ITIL principles (certification desirable)
Tertiary IT qualification (or working towards one); MCPs highly regarded
We recognise that some people may only apply when their education skills and/or experiences are identical to what an employer is looking for in a candidate. Were always on the lookout for curious individuals who will add to the culture at nib Group so if you have relevant experience and this role resonates with you please apply!
Lets talk about who we are
The nib Group has a mission and vision of people enjoying better health. Through our success we aspire to more prosperous and sustainable communities. helping members and travellers make more informed healthcare decisions and generally live healthier lives.
Were looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. Were committed to an environment where everyone has the autonomy and freedom to be their authentic selves every day.
Lets talk about diversity equity and inclusion
We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We encourage Aboriginal and Torres Strait Islander peoples people living with disability veterans LGBTQIA as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application recruitment selection and/or assessment process or would like this advertisement in an alternative format please contact us at
Lets talk about working at nib
Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home. We make a commitment to come together with purpose and are excited to share moments that matter with one another. OurHubsare purpose built to support focused work connection and collaboration with peers.
Other benefits to support you at work (and play) include:
New starter benefit to help set up a functional home workspace
50% discount on employee health insurance 35% off travel insurance
The opportunity to give back to the community through paid leave for volunteering through nib Foundation
Access to our nib Well Program and corporate fitness discounts
Access to employee share plans short-term incentive program and life and salary continuance insurance benefits
18 weeks paid parental leavefor all new parents regardless of carer status 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans gender diverse and intersex employees
The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live learn and work.
Required Experience:
Senior IC
Employment Type
Full-Time
