Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Senior Support Analyst role.
Rezi rewrites your resume against HammondCare's job description. Free.
Tailor your resume to this Senior Support Analyst role.
Rezi rewrites your resume against HammondCare's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior Support Analyst posting at HammondCare — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior Support Analyst posting at HammondCare — free, in seconds.
About the Role
The Senior Support Analyst is a key role within HammondCare, responsible for providing a wide range of expert technical support services to HammondCare staff. This is a maximum term contract role until May 2028, working on-site at St Leonards, with potential travel to other HammondCare sites.
Responsibilities
- Serve as a senior team member with end responsibility for an assigned support region.
- Assist the support team leader in mentoring and guiding other support analysts.
- Provide telephone and face-to-face technical support to users regarding ‘End User Devices’.
- Respond to requests for assistance by providing information to enable users to resolve their problems, following agreed procedures.
- Maintain accurate log entries of faults with resolution and contact details.
- Ensure all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
- Provide the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
- Work on most assigned tasks without referral back to the Team Leader.
- Act as an effective interface between users and service providers, supplying all necessary diagnostic information according to procedures.
- Escalate technical queries that are not progressing according to established procedures.
- Participate in ongoing team training and knowledge sharing.
- Provide mobile phone support and enrollment into the Mobile Device Management platform.
- Support Cisco desk phones, AV (Polycom), and meeting rooms (Surface Hubs).
- Participate in project work as required.
Requirements
- Commitment to engage and align with HammondCare’s mission.
- At least 5+ years of demonstrated experience in an IT support role or equivalent.
- Expert knowledge of Microsoft products including O365, Teams, OneDrive, SharePoint.
- Expert knowledge of Windows 11 and SOE deployment.
- Strong customer service focus.
- Strong analytical and problem-solving skills.
- Ability to handle multiple problems simultaneously and prioritize issues.
- Strong communication and interpersonal skills.
- A ‘can do’ attitude of service and support.
- Strong planning and organizing skills with the ability to prioritize tasks to meet deadlines.
- Understanding of ITIL practices.
- Leadership and mentoring ability.
- ITIL Foundations certification is desirable.
- Consent to a criminal record check and reference checks.
Skills
- Microsoft O365
- Microsoft Teams
- Microsoft OneDrive
- Microsoft SharePoint
- Windows 11
- SOE deployment
- Customer service
- Analytical skills
- Problem-solving
- Communication skills
- Interpersonal skills
- Planning
- Organizing
- ITIL practices
- Leadership
- Mentoring
- Mobile phone support
- Mobile Device Management
- Cisco desk phone support
- AV (Polycom) support
- Surface Hubs support
Location
- St Leonards
Work Type
- On-site
- Maximum term contract
Experience Level
- 5+ years demonstrated experience in an IT support role or equivalent
- Senior team member
Education Level
- ITIL Foundations certification desirable
Benefits
- NFP salary packaging ($15,900 tax free)
- Meals and entertainment benefit (up to $2,650 tax free)
- Additional leave purchase options
- 14 weeks paid parental leave pro rata
- Flexible working options
- Discounts on everyday products and services
- Discounted healthcare memberships
- Access to network of fitness centres and pools for employees and families
- Free access to independent counselling support for employees and families
- Health & Wellbeing programmes
- Reward & Recognition programmes
- Referral bonuses
- Career and professional development opportunities
About the Company
- HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation.
- We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise.
- We are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability.
- In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs.
- We've been caring for people for over 90 years.
Equal Opportunity
- HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion.
- We strive on creating an equal employment environment where everyone from any background can be themselves.