Position: Client IT Support Officer - Client Services

Location: Bowen Hills, QLD

Employment Type: Full-time

About the Role
As a Client IT Support Officer at Sullivan Nicolaides Pathology, you will be the frontline support for Sonic Healthcare's suite of eHealth products, including Sonic Dx, Fetch, and other associated reporting applications. Your primary focus will be assisting our valued clients including medical practices, hospitals, and healthcare professionals to ensure a seamless, efficient experience with our digital services.

Based at our central laboratory in Bowen Hills, you will work closely with the Client IT Services team in a customer service-oriented role. Your typical day will involve troubleshooting technical issues, providing user guidance, and collaborating with internal teams to resolve client queries efficiently. From time to time, you may also attend off-site visits to medical facilities to deliver hands-on support.

Key Responsibilities

Provide first-level support for Sonic eHealth applications to healthcare clients.

Troubleshoot, diagnose, and resolve client IT issues via phone, email, and remote access.

Liaise with internal technical teams to escalate and resolve complex issues.

Maintain accurate records of support requests and resolutions in line with service protocols.

Participate in on-site visits to referrers’ facilities as required.

Contribute to ongoing improvements in service delivery and client satisfaction.

About You
You are a proactive, client-focused problem solver with a strong commitment to service excellence. You have solid IT knowledge and the ability to explain technical concepts in simple terms. Your communication skills, enthusiasm, and collaborative nature set you apart.

What You'll Bring

Strong customer service and communication skills

Basic to intermediate understanding of IT systems and support

Ability to troubleshoot software and connectivity issues

Team-oriented mindset with the confidence to work independently when needed

A solution-focused, can-do attitude

Experience in a healthcare or IT support setting (highly regarded but not essential)

About Sullivan Nicolaides Pathology (SNP)

Sullivan Nicolaides Pathology is a leading provider of diagnostic pathology services in Australia, renowned for our commitment to excellence in patient care and quality testing. With a network of laboratories and collection centres, SNP offers a comprehensive range of pathology services, including histopathology, cytopathology, and molecular diagnostics. We are part of Sonic Healthcare, a global leader in medical diagnostics, and our experienced team is dedicated to delivering accurate and timely results to healthcare professionals and patients.

Why Choose Us?

Benefits Platform: Gain access to exclusive discounts and store cards from hundreds of retailers across Australia. Enjoy significant savings at over 9,000 locations!

Novated Leases: Take advantage of our novated leasing options. Finance a vehicle of your choice with potential tax savings and simplified management.

Fitness Passport: Stay active with discounted gym memberships at any gym of your choosing. Prioritize your health and wellbeing with ease!

Parental and Adoption Leave: We believe in supporting families! Enjoy twelve weeks of paid parental and adoption leave, giving you the time you need to welcome a new addition.

Employee Assistance Program (EAP): Access a free, confidential, and voluntary counselling service for you and your immediate family, available whenever you need support.

Career Opportunities: At Sullivan Nicolaides Pathology and Sonic Healthcare, your career path is full of possibilities! Enjoy structured progression, pay increases, and training in advanced skills.

Medicare Rebates: Benefit from exclusive Medicare rebates for pathology and diagnostic imaging services for you and your family.

We embrace diversity: Sullivan Nicolaides Pathology is an equal-opportunity employer and is committed to creating an inclusive environment for all employees. We also value candidates with Australian Defence Force (ADF) experience and encourage veterans and partners of veterans to apply.

Join Us!

If you are committed to providing high-quality patient care and want to enjoy these incredible benefits, we would love to hear from you!