Level 2 Service Desk Consultant - Sydney CBD
Primary point of contact for the business, providing a high standard of customer service and professional support for a variety of technical issues.
Summary about this job
Help Desk & IT Support
Company: Opal Specialist Aged Care
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-6654-3575
Fax: +61-8-8377-7859
E-mail: n\a
Site: n\a
Detail information about job Level 2 Service Desk Consultant - Sydney CBD. Terms and conditions vacancy
Opal Aged Care is one of the leading residential aged care providers in Australia. With more than 70 homes in four states, we employ over 7,000 staff to provide specialist residential aged care services including dementia and respite care, to over 6,000 residents.
At Opal Aged Care we are passionate about delivering the highest quality care to our residents and are looking to employ outstanding staff that share our values of respect, compassion and accountability.
About the role:
Our Service Desk Consultants are the primary point of contact for the business, providing a high standard of customer service and professional support for a variety of technical issues and requests.
As a Service Desk Consultant, you will be responsible for providing excellent customer service, logging support calls, taking ownership and follow-up of issues, resulting in effective resolution of technical incidents and requests.
Key Responsibilities:
- Provide Level 1 and 2 Technical Support via phone, remote desktop session, email and via potential site visit
- Triage new Incidents and Service Requests as they are received, prioritise appropriately and ensure that critical issues are addressed in a timely manner, in accordance with our SLAs
- Resolve cases within your technical capabilities, and seek prompt guidance for escalation where necessary
- Effective management and documentation of tickets following ITIL principles
- Provide flexibility with a rotating roster for shift-based coverage (currently 8am-6pm, Mon-Fri)
- Assist in Project work, as required, between Service Desk duties
- Any other duties as directed
What we can expect from you?
- Approximately 2 years’ experience working within a Service Desk environment
- The ability to work independently & effectively as part of a busy Service Desk team
- Experience supporting Windows 7/10 desktop operating systems
- Experience supporting Microsoft Active Directory, Exchange and Office 2010-2016 Suite
- Understanding of fundamental networking infrastructure remediation using tools such as DHCP, DNS, ADUC etc.
- Familiarity with network patching processes
- Experience supporting VOiP telephony solutions would be desirable
- Strong written and verbal communication skills
- Sound troubleshooting and analytical skills
- Familiarity with the ITIL framework or related accreditations will be highly regarded
All applicants must be willing to obtain a police clearance certificate via Opal's police check system and undergo a pre-employment medical check. You may also be required to attend a drug screen
Please visit http://www.opalagedcare.com.au/careers/current-vacancies/ for a full listing of all our current vacancies at Opal Aged Care