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About the Role

The ICT Service Desk Support Specialist provides first and second-level IT support, troubleshooting hardware, software, and network issues, managing service requests, and ensuring minimal disruption to staff and operations. The ideal candidate possesses strong technical expertise, excellent customer service skills, and collaborates effectively with the ICT team.

Responsibilities

• 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.
• Collaborate with the ICT Problem & Incident Manager to identify recurring issues and assist in root cause analysis.
• Provide detailed incident reports and updates.
• Contribute to continuous improvement initiatives to enhance ICT service delivery.
• Participate in team meetings and provide feedback on processes, standards, tools, and methodologies.
• Assist in the management of hardware assets and the provisioning of software licensing.
• Participate in Change Advisory Board (CAB) meetings to review and assess the impact of proposed changes.
• Implement approved changes and ensure minimal disruption to services.
• Work closely with other team members to provide guidance and resolve escalated issues.
• Collaborate with other ICT team members to ensure seamless service delivery.
• Provide training and mentorship to other team members.
• Stay updated on new technologies and processes through continuous learning.
• 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 helpful.

Requirements

• Previous experience in a similar role within an ICT service desk environment.
• Proven track record of managing and resolving complex technical issues.
• Willingness to obtain a police clearance certificate via Opal HealthCare's police check system.
• Willingness to undergo pre-employment medical.

Skills

• Strong technical knowledge
• Problem-solving skills
• Excellent customer service skills
• Excellent communication skills
• Proficiency in ITSM tools
• Proficiency in ticketing systems
• Strong organisational skills
• Strong time management skills

Location

• Sydney

Work Type

• Full-time
• Permanent

Education Level

• Bachelor’s degree in Information Technology or a related field, or equivalent experience.
• ITIL certification or equivalent is desirable

Benefits

• Professional Growth opportunities
• Skill enhancement opportunities
• Opportunities for advancement
• Innovative Environment
• Supportive and inclusive work environment

About the Company

• Opal Health Care is one of Australia’s largest aged care providers, with 148 care communities across four states and employing a team of over 24,000 team members nationally.
• We are transforming our culture and our customer experience and with plans to grow even more in the next five years.