Position Purpose

The purpose of the Digital Customer Support Officer (IT Customer Service Desk Officer) is to ensure that tickets and calls coming into the Service Desk are dealt with in a timely and efficient manner. The Customer Care Support Officer is ultimately responsible for building authentic relationships with Uniting AgeWell staff and supporting staff with the resolution of issues being raised. This role is a Greenfield environment and you will work in an ITIL environment to ensure all departments and external vendors within Digital Technology work together to deliver the best outcome for Uniting AgeWell.

The role will be 3 weeks full time on site in the Melbourne CBD, then transition to hybrid working (2 days remote) and the hours will be 8 hours shifts between the hours of 8am - 10pm, 7 days a week which will be best accommodated around your preferences.

There will be a Rota system for working on public holidays and options for overtime which will be paid extra*

You will play an active role within the UA team, participating in building a community-based culture that fosters a spirit of the BEST way of life, supporting our people to be their best, give their best and help our community to live their best

Who are Uniting AgeWell?

As an organisation of the Uniting Church in Australia, Uniting AgeWell has a long and proud history of providing residential and community services for older Australians across Victoria and Tasmania. Through a diverse range of integrated service options, we aim to provide our customers with continuity of care, enabling them to live well with choice and peace of mind. Services include independent retirement living, home care, social support, allied health and therapy programs, respite and carer support and residential care communities.

Our Vision

A national leader, creating thriving and inclusive communities where innovative, high quality aged care services are delivered with respect and kindness.

Our Purpose

Uniting AgeWell strives to create and deliver innovative, high quality and accessible services to people through their ageing journey. In doing this, we address the physical, cognitive, emotional, social and spiritual wellbeing of those to whom we provide care and support.

We build our services from a foundation of research, education, partnership and respect, enabling us to better understand the needs and aspirations of our customers and their families and friends.

We celebrate and value the diversity of our communities, staff and volunteers.

Key Responsibilities:

Customer Care:

• Maintain positive relationships with customers - both internal and external
• Regularly assess customer feedback and using creativity to establish, improve and refine tech services
• Evaluate, prioritise and provide technical support for incoming requests via phone, email, walk in or user portals

Process Improvement:

• Familiarity with ITIL processes and concepts including Incident, Problem, Service Catalogue and Change enablement
• Follow incident management process to determine when to escalate calls and high impact incidents

Service Desk:

• Collaborate with other support teams to present IT Services holistically
• Troubleshoot issues/ faults and escalate to IT Support Technicians, IT Application Analysts or IT Engineers. Triage calls that cannot be resolved, take detailed reports of issues, including screenshots before escalating to relevant teams
• Install, maintain, update and support approved desktop applications from applications catalogue
• Create and keep up to date knowledge base articles to end users and document internal IT procedures for Service Desk documentation
• Service Desk operational process and procedures are defined, maintained and adhered to
• Ensure all IT assets are tracked, managed and reported including status and recommendations on efficient use of asset utilisation

Reporting:

• Report ticket volumes, turnaround times, and other key metrics to Service Desk Manager.

Skills Required

• Sound customer services skills
• Strong teamwork skills and attention to detail
• Proven problem resolution skills at operational level
• Good communication skills both written and verbal.
• Open to working shift hours between 8am - 10pm and flexibility on public holidays & weekends
• Highly developed organisation, analytical and problem-solving skills.
• Capacity and flexibility to cope effectively with a diverse and demanding work agenda.
• Capacity to effectively manage competing priorities and deadlines
• Highly motivated, energetic, outcome focused with innovative approach to your work.
• A satisfactory National Criminal Police Record Check (PRC) is required prior to commencement.
• Working With Children Check (VIC) or Registration to work with Vulnerable People (TAS).
• Driver's License (if required).
• An obligation to have an annual vaccination(s) as per our vaccination policy.

Please APPLY NOW with a Word version of your resume.

For further information call Craig Sibley on 0420 285 151.