ICT Service Desk Support Specialist / Technical Support Specialist

Exciting opportunity for an IT professional to join a leading healthcare provider, based in WA.

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 133 care communities across four states and employing a team of over 20,000 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 package.
• Opportunity to work in a supportive and collaborative environment.
• Continuous learning and development opportunities.
• Work from home with required travel to Opal HealthCare's Care Communities in Western Australia for onsite support.

About the role:

The ICT Service Desk Support Specialist / Technical Support Specialist is responsible for providing first and second-level support for IT-related issues across Opal HealthCare. This role involves troubleshooting and resolving hardware, software, and network problems, managing service requests, and ensuring minimal disruption to staff and operations. The ideal candidate will have strong technical expertise, excellent customer service skills, and the ability to work collaboratively with other ICT team members.

Key Responsibilities:

• Customer Service: Be a custodian of customer service and an advocate for end-users, maintaining high standards of customer service. Ensure all interactions with team members are professional, courteous, and helpful.
• IT Service Management: Act as the primary and secondary contact point for team members for IT-related queries and issues. Log, prioritise, and manage incidents and service requests within the ticketing system. Troubleshoot and resolve complex hardware, software, and network issues. Assist other team members with escalated issues, providing guidance and training as needed.
• Problem and Incident Management: Collaborate with the ICT Problem & Incident Manager to identify recurring issues and assist in conducting root cause analysis. Provide detailed incident reports and updates.
• Continuous Improvement: Contribute to continuous improvement initiatives to enhance ICT service delivery. Participate in team meetings and provide feedback on processes, standards, tools, and methodologies.
• Asset and Software License Management: Assist in the management of hardware assets and the provisioning of software licensing.
• Change Management: Participate in Change Advisory Board (CAB) meetings to review and assess the impact of proposed changes. Implement approved changes and ensure minimal disruption to services.
• Collaboration: Work closely with other team members to provide guidance and resolve escalated issues. Collaborate with other ICT team members to ensure seamless service delivery.
• Training and Development: Provide training and mentorship to other team members. Stay updated on new technologies and processes through continuous learning.

Key Competencies:

• 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.

Experience/Qualifications:

• Previous experience in a similar role within an ICT service desk environment.
• Proven track record of managing and resolving complex technical issues.
• A Bachelor’s degree in Information Technology or a related field, or equivalent experience.
• ITIL certification or equivalent is desirable.If you are passionate about providing exceptional IT support and are looking for a challenging and rewarding role, we would love to hear from you. Apply now to join our team at Opal HealthCare

All applicants must be willing to obtain a police clearance certificate via Opal HealthCare's police check system and undergo pre-employment medical.