ICT Service Desk Analyst
vor 2 Wochen
Posted Tuesday 25 November 2025 at 1:00 pm At Opal Health Care, we know that companies don’t succeed, people do. Our purpose is to bring joy to those we care for and our values of Compassion, Accountability, Respect and Excellence reflect that CARE is at the heart of everything we do. Opal HealthCare is one of Australia’s largest aged care providers, with 143 care communities across four states and employing a team of over 21,000 team members nationally. We are transforming our culture and our customer experience and with plans to grow even more in the next five years. Why Join Us? Competitive Salary - You'll receive a competitive base salary that reflects your skills and experience. Professional Growth - Join a supportive and collaborative team, where your career development is a priority. We offer opportunities for advancement and skill enhancement. Innovative Environment - Be part of an organisation that values creativity and innovation. Contribute to exciting projects that make a difference in our sector. Impactful Contribution - Join a team dedicated to enhancing the lives of our residents by ensuring the highest quality of care and services. Positive Work Culture - Be part of a supportive and inclusive work environment where your voice is valued, and your ideas are encouraged. About the role: As an ICT Service Desk Support Specialist, you’ll provide first-level support for IT-related issues across Opal HealthCare. You’ll troubleshoot hardware, software, and network problems, log and manage service requests, and ensure minimal disruption to staff and operations. You’ll be a custodian of customer service, building strong relationships and consistently demonstrating professionalism and respect. This is a full-time permanent opportunity based in Melbourne. Key Responsibilities: Deliver exceptional customer service and advocate for end-users. Serve as the primary contact for IT queries via phone, email, messages, and face-to-face interactions. Log, prioritise, and manage incidents and service requests in the ticketing system. Troubleshoot and resolve hardware, software, and network issues. Assist with account setup, password management, and access requests. Maintain accurate documentation in the ITSM system. Support asset and software license management. Assist in onboarding new team members, ensuring they have the resources to succeed. Contribute to continuous improvement initiatives and business growth projects. Collaborate with Level 2 support and other ICT team members. Participate in training and provide guidance to new team members. Key Performance Indicators (KPIs): Incident response and resolution times Number of resolved tickets About You: Strong technical knowledge and problem-solving skills. Excellent customer service and communication skills. Proficiency in ITSM tools and ticketing systems. Strong organisational and time management skills. A Bachelor’s degree in Information Technology or a related field, or equivalent experience. ITIL certification or equivalent is desirable. Ready to make a difference? If you’re passionate about customer service, thrive in a collaborative environment, and want to grow your ICT career in a purpose-driven organisation, we’d love to hear from you Apply now and help us bring joy to those we care for. Opal HealthCare is committed to diversity and inclusion. All applicants must undergo a police check and reference checks as part of our recruitment process. Job details Job family ICT Pay type Salary #J-18808-Ljbffr
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