Service Desk Analyst (Tier 1)

Job no: V14124
Work type: Ongoing Full Time
Location: Any - Any location
Categories: Information Technology

• Full time, permanent position
• 5 days in office
• Commencing immediately

The Australian Health Practitioner Regulation Agency (Ahpra) is the national agency responsible for administering the National Registration and Accreditation Scheme (National Scheme) in partnership with 15 National Boards for the regulated health professions.

This is a full time permanent opportunity that is based in either Melbourne, Sydney, Canberra or Perth.

The Service Desk Analyst is a member who actively manages the service desk, acts as a point of contact for IT Service Management, and processes incident tickets pertaining to service interruptions as well as access and service requests.

In this role you will:

• Allocate, manage, and finalise all service desk requests via channels including phone, service portal or in person
• Provide customer focused phone-based IT support to Ahpra staff
• Proactively and regularly inform customers on the progress of their service request and ensure requests are completed in line with service level agreements or escalate accordingly.
• Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.

You can read more in the attached role description: RD - Service Desk Analyst (Tier 1).pdf

As the ideal candidate, you will demonstrate the following:

• Delivering exceptional customer service support to a variety of environments
• Providing support for a mix of workstations, applications, and Microsoft 365 environments
• Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients
• Ensure end-to-end ownership on support requests, providing regular updates to stakeholders until resolution
• Ensuring all actions and resolutions are documented within our ticketing system
• Contribute to the upkeep of client documentation and knowledge base articles to for common issues

What we offer

• Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
• 17.5% leave loading
• You will receive a company laptop
• Professional development opportunities, including Linkedin Learning licenses
• Salary packaging arrangements including novated leasing and education expenses
• Discounted health insurance with Private Health
• Attractive salary of $66,848 per annum plus Superannuation

We will be shortlisting throughout the advertising period and should we identify suitable applicants, we may cease advertising early.

To apply:

• Click 'Apply for this job' to submit your application. Email applications will not be accepted.
• Your application must include a cover letter, current resume and maximum 2 page document addressing the 'Experience' section of the Role Description
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
• Offer of employment will be subject to successful background (pre-employment screening) and Criminal History checks.
• For any queries or a confidential discussion regarding this position, please contact Recruitment team via email at recruitment@ahpra.gov.au
• Applications Close: 11.30pm AEDT Sunday 1 December 2024

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks.

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. If you have any support or access requirements, we encourage you to advise us at time of application.

With respect, no agencies please

Advertised: 20 Nov 2024 E. Australia Standard Time
Applications close: 01 Dec 2024 E. Australia Standard Time