HealthMetrics Pty Ltd is part of Evaran. We are a technology company purpose built to support the future of care through connected software, data and insight. Formed through the coming together of eCase, MOA Benchmarking, CareLineLive and Checked In Care, Evaran supports more than 1,100 providers and 170,000 care recipients across 2,100 locations in seven countries, including Australia, Recent Zealand, the United Kingdom and Europe. At the core of its offering is the Evaran platform, which brings together clinical, operational and governance capabilities across the care journey. With more than 20 years of experience across the group, Evaran is focused on building a more connected and integrated approach to care technology.
About the role
We're looking for a Senior Service Desk Consultant to join our Service Desk team. You'll be the subject matter expert for our residential aged care (RAC) and home and disability care (HDC) products, resolve complex customer issues on your own, and be the escalation point and mentor for our Service Desk Consultants.
What you'll be doing
Act as the subject matter expert for our residential aged care (RAC) and home and disability care (HDC) products
Manage and update Service Desk tickets in Zendesk
Investigate and resolve complex issues using SQL and server log analysis, including data corrections and bulk data changes
Raise detailed escalations to product and technical teams when issues need their input
Lead engagement with internal and external stakeholders on complex issues and requests
Act as the escalation point and mentor for our Service Desk Consultants
Support the Service Desk Team Leader and the product and implementation teams as needed
Write and maintain technical documentation and knowledge base articles
What you'll bring
Proven experience in a senior service desk or application support role
Strong SQL skills and experience analysing server logs to diagnose faults
Sound judgement on priorities and when to elevate




Clear written and verbal communication, with the confidence to lead conversations with customers and stakeholders
Experience mentoring or supporting service desk consultants
Experience writing technical documentation
Experience with care management software is highly regarded
Additional Information
The base salary range for this role is $75,000 to $85,000
Our office is located at 55 Collins St, Melbourne ****
Applications will be accepted from October 28th to November 25th, ****
Be part of a growing technology business making a genuine difference in the care sector, working across a supportive, collaborative team spanning multiple countries.
Established in ****, Health Metrics is a leading provider of software solutions to the aged care sector. Health Metrics' enterprise software solution, eCase, supports the functions of Residential Aged Care (RAC), Home Care (HC) and Retirement Villages (RV) for customers of any size.
Backed by founders with extensive knowledge of IT, aged care metrics, and clinical care, eCase is fast becoming the number one choice of leading providers of aged care in the Australian and New Zealand markets.
Health Metrics partners with clients to ensure ongoing high levels of client satisfaction. With dedicated account management, clients using eCase also have access to a 24/7 help desk. Health Metrics' holds regular 'User Group' conferences for clients, as well as training sessions, to ensure staff get the most out of eCase.
Health Metrics is also a provider of consulting and training services to the health and ageing industry via the Health Metrics Advisory Team; being recognised in thought leadership on Accreditation, Audits, ACFI, ACAR applications and Clinical Training (amongst others).
Health Metrics Pty Ltd (now part of Evaran) is an equal opportunity employer. We welcome applications from people of all backgrounds, ages, abilities and identities, and are committed to providing a fair and accessible recruitment process. If you require any adjustments to participate, please let us know.
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📌 Senior Service Desk Consultant (Melbourne)
🏢 Health Metrics
📍 Melbourne