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About the Role
The IT Desk Support Specialist reports to the Operations Services Manager and is part of a small, dynamic team accountable for the day-to-day operations of the Garvan Service Desk. This role is the first point of contact enabling and supporting scientists and administrative staff to facilitate Garvan’s research, requiring a strong, client-focused outlook.
Responsibilities
- Providing a high level of 1st and 2nd level technical support via telephone, service desk portal and face-to-face to over 700 users
- Maintaining a high level of customer satisfaction within the business
- Support of macOS and Windows
- Support of Microsoft products such as Office 365
- Maintenance of printers and other peripheral equipment
- Setup, maintain and support Mac and Windows workstations/laptops
- Provide technical expertise in the provision of support services and a central point of contact for Technology users, projecting a positive, client-focused image while resolving requests in a timely and efficient manner
- Record, update and maintain detailed information in the help desk ticketing database
- Support of technology-related equipment and hardware such as PABX, telephony systems, audio-visual equipment, photocopiers and scanners
Requirements
- At least 2 – 3 years experience in a similar role
- Degree in Computer Science or in an equivalent or in the final years of obtaining that degree, with the possibility of career progression though our Applications or Infrastructure Support teams
- Excellent communication and interpersonal skills
- Able to multi-task and work quickly under pressure
- Flexible and reliable with strong research and troubleshooting ability
- Good time management skills, attention to detail and ability to work unsupervised
- Strong customer service ethic with a focus on providing a high level of service
- Experience with macOS and Windows 7/10, including Office365
- Only applicants with full working rights in Australia are eligible to apply for this role
Skills
- macOS
- Windows
- Office 365
- PABX
- telephony systems
- audio-visual equipment
- photocopiers
- scanners
- time management
- attention to detail
- troubleshooting
- customer service
Location
- Australia
Work Type
- Full time
- fixed term contract
Experience Level
- 2-3 years
Education Level
- Degree in Computer Science or equivalent
Salary/Compensations
- $75,000 + 12% superannuation + salary packaging
Benefits
- Generous salary packaging to save you income tax on your wages thereby boosting your monthly take home pay (max. $15,900 general expenses + $2,650 meals/accom)
- Ample opportunities for on-going training and development
- Stimulating, diverse and highly international research environment
- Flexible work arrangements e.g. start / finish times
- 18 weeks paid parental leave for both parents including paid superannuation
- A range of additional leave types to meet your personal needs including cultural leave, conference leave, community service and study leave
- Discounted Health Insurance
- Lifestyle discounts with our community partners
About the Company
- The IT Operations Team is part of the Garvan Information Technology Services Group that provides information systems support and advice required to enable the research outcomes and administration activities for Garvan researchers and professional staff.
- The Garvan Institute of Medical Research brings together world leading researchers and clinicians, collaborating locally and globally, to improve human health.
- Our mission is to harness all the information encoded in our genome to better diagnose, treat, predict and prevent disease.
- From the individual patient with rare disease, to the many thousands affected by complex, widespread illness, we are pioneering discoveries across diseases that have the deepest impact on our community.
- Through our key scientific strengths in data, genomics, cellular, translation and clinical science, we aim to catalyse research from fundamental discovery to transformational impact.
- Enabled by cutting-edge technology and world-class facilities, and the support of our passionate Garvan family; our researchers and professional staff strive, every day, to create a future where everyone lives longer, healthier lives.