Job Description

At Estia Health, we're more than just a workplace: we're a community dedicated to enriching lives and making a difference. If you're passionate about aged care and want to be part of something meaningful, then we want to hear from you. Everyday, over 14,000 employees choose to make a difference at Estia Health, sharing a joint purpose to enrich and celebrate the lives of our residents. With 96 homes (and growing), across Queensland, New South Wales, South Australia and Victoria, you will play a part in positively impacting the lives of our residents and their families. Join us in playing a special role in the future of aged care.

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About the Role

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- Providing technical support for desktops, laptops, software, phones, and peripheral equipment.
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- Troubleshooting and correcting reported hardware and/or software problems and performing a variety of technical tasks.
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- Identity management for systems and applications.
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- Undertaking health checks and monitoring tasks.
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- Working as a member of a call centre, including provision of remote support.
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- Logging requests and incidents in the IT Service Management (ITSM) tool.
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- Maintaining accurate records and communications in the ITSM tool.
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- Responding to user support requests and inquiries within agreed timeframes and Service Level Agreements.
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- Identifying cyber-security incidents, alerting the necessary management teams, and participating in response actions as requested.
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- Troubleshooting, diagnosing, and resolving computer-related problems to ensure functional operation, including updating any system documentation and developing necessary support documentation, guides and/or user training.
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- Maintaining an up-to-date knowledge base of issues and resolutions in the ITSM tool.
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- Assisting with advanced Desktop Support request including imaging computers, upgrading hardware, installation of peripheral equipment and deploying software to Estia Health computers.




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- Assisting in basic operation and maintenance of shared equipment.
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- Preparing detailed instructions, training, and educating users in the operation of technology systems.
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- Performing when requested, reviews and preventative maintenance to ensure maximum availability of systems.
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- Adding/removing users, updating security group memberships, managing file permissions, adding/removing mailboxes and updating all necessary information, including following required naming conventions.
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- Maintaining knowledge of current trends, risk mitigation and security methods.
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- Participating in IT related meetings or discussions with other teams presenting an open and professional image to the team and relaying business requirements back to IT colleagues.
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- Providing after hours support on a rotational weekly basis (approximately one week in four as on-call support).
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- Other duties as required.
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Qualifications

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- IT degree preferred.
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- ITIL certified preferred.
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Skills and Experience

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2 years + experience in a similar IT Service Desk Role, particularly with an enterprise multi-site IT department and Aged care.

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- Demonstrated skills in the installation, testing, troubleshooting and maintenance of PCs, printers, software, and information security systems.
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- Basic Microsoft Windows troubleshooting and hardware fault diagnosis, installations, and maintenance.
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- Customer focused and strong record of success in the delivery of system support services with a proven ability to identify and manage stakeholder expectations.
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- Experience with managing work through an IT Service Management tool.
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- Demonstrated understanding of the operational characteristics of computer platforms, network configurations, PC management software and backup solutions.
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- Solid working knowledge of Microsoft desktop and server operating systems (e.g. Windows 11, Server 2016) and Office 365.
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- Demonstrated high level of professionalism, honesty, integrity, openness and ethical behaviour, ability to instil confidence in others and represent the organisation in a professional manner.
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- Ability to work collaboratively within a team and provide guidance to achieve business goals, including highly effective communication skills.
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- Awareness of current relevant ICT trends and best practices.
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- Demonstrated commitment to quality improvement in work practices.
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- Excellent communication skills, written and verbal.
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Hours of work and Salary

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Monday to Friday Full Time $40.20 per hour

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Benefits available

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- Retail savings with the Blue Light Card
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- Discounted car hire
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- Employee Assistance Program for you and your family
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- Free Wellbeing App to support your mental and physical health
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- Novated leasing for vehicles
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- Workplace banking support
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- ACN membership discounts for nurses
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- Discounted health insurance with nib health
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- Discounted JB HiFi
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We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

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If you need assistance to participate in our application process, please let us know.

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All shortlisted applicants will need to pass the required background checks.

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During the influenza season, all staff are required to provide evidence of a current influenza vaccination.

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📌 Service Desk Analyst_Full Time_Burnley VIC (New South Wales)
🏢 Estia Health
📍 New South Wales