Service Desk Consultant
vor 1 Monat
Health Metrics provides leading, data-driven software solutions for the Residential Aged Care, Retirement Village, Community and Disability Care sectors in Australia and New Zealand. The Company's flagship product is called eCase. It is an end-to-end, enterprise-wide resident management software solution, which manages all aspects of patient management including clinical (point of care), client management, medication management, billing, and reporting.
Our vision is to be a world leader of intelligent solutions for Health & Social Care. Core to organisational success at Health Metrics, we uphold the values of teamwork, integrity, and innovation in the pursuit of creating great customer experiences. We are a growth driven and customer-centric organisation.
Job DescriptionWe’re currently looking for a Service Desk Consultant to join our Engineering Team. You’ll be working closely with the Helpdesk Team Leader across our UNITI product suite, including the UNITI Client Management System and UNITI Mobile.
What you’ll be doing
As Service Desk Consultant at Health Metrics, you’ll have an opportunity to work as first point of contact for Health Metrics clients requiring assistance with our products. You will provide first and / or second level Service desk support for one or more Health Metrics products primarily via answering incoming phone calls and responding to electronic requests.
What you’ll be working on
You’ll workacross our UNITI product suite, including the UNITI Client Management System and UNITI Mobile.
Desired Skills and ExperienceWhat you will do to be successful in the role
- Triage and investigate issues and requests raised by end users, internal groups, or monitoring tools.
- Log & update tickets utilising our Service Management tools as per established processes.
- Resolve issues and complete requests within established service levels.
- Provide advice, guidance and support for escalated incidents and problems.
- Perform second level support duties including (but not limited to) investigation of complex issues, Java application debugging / log file analysis, writing / executing SQL queries, performing application upgrades / maintenance, and other items as directed by technical teams.
- Perform system design and implementation tasks (including data loads, applying configuration items etc) as required.
- Prepare and maintain end user documentation.
- Prepare and maintain system & process documentation.
- Provide ad-hoc end user training as needed.
Experience we need from you
- Prior experience working withing a Service Desk capacity – an ability to handle multiple requests and ongoing tickets, escalating as needed.
- Excellent customer service skills and a desire to go above and beyond.
- Excellent written and verbal communication skills
- An analytical approach when it comes to prioritising problems.
- Outstanding problem-solving skills, ability to demonstrate initiative.
- Well-developed general computing skills including proficiencies with Microsoft Windows and Microsoft Office products.
- A basic familiarity of relational database technologies such as Microsoft SQL and be familiar with basic networking concepts and remote access tools / methods. An understanding of basic cyber security concepts will be highly regarded.
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