- Sydney
- Hybrid

We are happy when our customers are happy! You have the opportunity to help our team shape a positive support experience for our customers.

The First Line Support role will perform Service Desk support activities for Sectra solutions across Australia and Current Zealand. You will be the first point of contact for the customer, which gives this role a unique possibility to ensure a great user experience from the start in whatever support related activity (e.g. incident, a change proposal, a request or just a question).

Beyond the local Service Desk, you will assist with Regional Service Desk activities, collaborating with Sectra service desk teams in other countries to share knowledge, align ways of working, and help provide seamless support coverage for customers across time zones. You will also support customer portfolios with engineering tasks, contributing to the ongoing technical health and configuration of Sectra solutions at those sites. To achieve this, you will need to be service-minded and have excellent oral and written communication skills.

This is a junior position (e.g. recent IT graduate) and would suit applicants who enjoy working in a dynamic, technical environment and have an interest in health outcomes and Healthcare IT solutions.

Life at Sectra

Your work here at Sectra will have a direct impact on our mission to create solutions that are beneficial for life, working closely with our customers and end users. Our culture is focused on principles of transparency, personal empowerment, and collaboration. We prioritize your professional and personal development.

We offer

- A professional workplace with fantastic colleagues,



who also have fun at work.
- A work environment where your voice will be heard and where your efforts make a difference.
- The ability to work with products that bring real benefits to society.
- An workplace that features technically advanced systems and where patient safety and efficient workflows are key aspects.
- An international environment with the opportunity to work in, or with, other countries and cultures.

Key Responsibilities

Handle support matters including

- Handle the communication channels from stakeholders (Customers, Partners and/or Suppliers): Phone, Email, Chat and User Portal

- Record Cases in the ServiceDesk system and secure quality input through correct description, a safety/risk evaluation and prioritization

- Swiftly analyse, attempt to provide a resolution and close Case if possible. Route support Cases to specialized groups (Second line support) when needed

- Monitor the response times and review against targets, ensuring that the stakeholders have access to the Case and its information

- Monitor the progress of non-allocated and non-active cases

- Handle Monitoring events and record relevant alerts according to procedures

- Support the ANZ Customer Portfolios by handling low risk engineering tasks e.g. repeatable service requests

- Assist with analysis, processing and reporting of service management functions such as incident, problem and change management supporting the Portfolio Managers and Customer Success Managers

Role Requirements

- Flexible hybrid working with 3 days per week in office, 2 days work from home

- Infrequent travel to Customer sites if required

📌 First Line Support - Sectra Medical (Sydney)
🏢 Sectra
📍 Sydney