IT Service Desk - IT Service Desk Analyst
Forensicare
Posted 2 days ago
IT Service Desk Analyst
- Permanent Full-Time position
- Based at the Thomas Embling Hospital, Fairfield
- Salary HS3 $80,584.40 plus superannuation
- Salary sacrificing of $9,010 and $2650 meal allowance per annum
About Forensicare
Forensicare (the Victorian Institute of Forensic Mental Health) is the leading provider of forensic mental health services across Victoria, Australia. We deliver recovery-focused programs to consumers with serious mental illnesses across the Victorian justice system, mental health sector and the community – from early intervention and prevention to inpatient care, rehabilitation, and community transition support.
About the Role:
Forensicare is going through an exciting growth journey, with an energetic passion for service excellence and business improvement. The IT Service Desk Analyst is responsible for efficient and effective resolution of Level 1 and Level 2 IT service desk incidents and to work as part of the service desk team. The IT Service Desk Analyst will be the first point of contact for Forensicare staff who are experiencing IT technical issues.
Primary Functions will be, but not limited to
- Actively respond to telephone calls, Service Desk incidents and client service requests in an efficient and professional manner at all times.
- Accurately log, action and escalate incidents to resolve technical problems.
- Accurately document all solutions to technical issues and processes.
- Proactively work with the Service Desk Lead to triage and manage priority/business critical incidents logged with the Service Desk.
- Maintain excellence in attitude and performance towards client service and meeting Service Levels/Key Performance Targets.
- Ensure progress on incidents is accurately recorded and communicated to the client.
About You:
- Demonstrated practical experience in support of computer systems in a service desk environment as a lead.
- Demonstrable experience establishing, using and improving service desk systems.
- Experience leading and mentoring a small IT Service Desk Team (Level 1 and 2 support).
- Experience managing the timely completion of Level 3 support tickets.
- Extensive experience in Service Desk and support.
- Highly developed technical and problem solving skills.
- Excellent communication skills.
Skills and Experience
- In-depth knowledge of Workplace Computing and associated Computer Systems.
- In-depth knowledge of the Microsoft suite of products including Active Directory and Microsoft 365.
- ITIL 3.0 and/or ITIL 4.0 Foundation Certificate (preferable).
- Experience in a public health organisation (desirable).
- Subject matter expertise in one or more of the following: Network administration, SharePoint, MS Teams, Zscaler, service desk ticketing software, Microsoft Intune or Microsoft Azure AD (desirable).
- Microsoft (or similar) Certifications eg. MCP, A+ or MCSE (desirable).
Benefits
- Celebration and reward for good performance, through employee recognition.
- A mental health and wellbeing program provided
- Professional Development training opportunities to suit your career goal
- Access to an employee assistance program – an external, confidential, self-referral employee wellbeing program, for personal or work-related matters.
- Fitness passport – discounted unparalleled access to a wide range of gyms, pools and fitness centres
- Yearly retention payment of $2000 to Full Time employees, pro rata for Part Time
- Refer a friend program, get up to a $1000
- Salary sacrificing of $9,010 and $2650 meal allowance per annum
- Social Club, access to discounted cinema tickets, AFL games, Zoos, Concerts etc
- Comprehensive Orientation Day before you start, and buddy system available
Ready to Apply
For a detailed position description please click here Service Desk Analyst.pdf
For more information on Careers at Forensicare, visit Careers | Forensicare
Eligibility Requirements
- This position is subject to a Police Check.
Forensicare is an equal opportunity employer and is committed to attracting and developing a diverse workforce which reflects the community we serve. We encourage applications from Aboriginal and Torres Strait Islander people, people who identify as LGBTQI, people with a lived experience of disability, as well as people from culturally and linguistically diverse backgrounds. Forensicare promotes our guiding principles of curiosity, purpose, strong ethics, compassion and fairness; and promotes behaviours that are consistent with these values at all times. Forensicare is an equal opportunity employer and offers a smoke free environment.
About Forensicare
Our vision
Clinical excellence and translational research enable our consumers to lead fulfilling and meaningful lives in a safer community.
Our mission
We will provide high quality, specialist clinical services that:
focus on the recovery of our consumers,
support our workforce,
build our translational research capacity; and
work collaboratively with our stakeholders to achieve better and safer outcomes for our consumers and the community.
Our values
Forensicare is guided by the values established by the Victorian Public Sector Commission for the public sector, and promotes behaviours consistent with these values at all times and in all circumstances:
Our story
Forensicare (Victorian Institute of Forensic Mental Health) is the state-wide specialist provider of forensic mental health services in Victoria. Forensicare is the only agency in Victoria that provides clinical forensic mental health services which span all components of the mental health and criminal justice sectors – giving Forensicare a unique perspective on mental health and public safety issues. It is able to provide specialist forensic mental health services tailored to meet the specific needs of both sectors.
We provide forensic mental health services for people:
with a serious mental illness in the criminal justice system
at risk of offending who pose a risk to themselves or others
referred from the general mental health system for specialist advice, support and/or treatment.
Forensicare’s primary focus is the provision of clinical services within a recovery framework. These services include the effective assessment, treatment and management of forensic patients, prisoners and clients.
Source: This is an extract from the company's own website.
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