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Senior Service Desk AnalystIcon Holdings Services
Join our growing and dynamic team and provide level 2 support for all divisions of Icon group globally. Work for a leading cancer care provider. Why choose us? Icon Group is Australia’s largest dedicated cancer care provider with a growing reach into New Zealand and Asia.
With over 2,500 employees company-wide, the Group’s cancer services include over 30 cancer centres, 3 large chemotherapy compounding facilities and over 50 pharmacies across Australia. Icon is dedicated to providing exceptional cancer care to communities across Australia. We are truly dedicated to providing genuine patient-centred care and what unites us is the community we have built.
Icon’s future success depends on the quality and commitment of our team, so we are devoted to empowering our people to thrive in their career through personal and professional growth and development. Benefits: Rewards and recognition program Paid parental leave Flexibility Professional development About the role: Newly created full-time permanent opportunity to join our service desk team based in Mount Waverley. You will use your agile way of thinking to support technology services and operations to resolve escalated end-user help requests for all divisions globally.
Key responsibilities: Act as an escalation point for difficult help requests Mange escalated tickets from level 1, either resolving or felicitating resolution with the assistance of the system owners, IT teams or vendors Provide technical guidance and training to service desk level 1 Use remote tools and diagnostic utilities to aid in troubleshooting Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined Install antivirus software and ensure virus definitions are up to date Test fixes to ensure problems has been adequately resolved Maintain inventory changes in the IT service desk CMDB database from field input Develop help sheets and FAQ lists for end users Research solutions and provide feedback and suggestions for continual improvement About you: We are seeking a proactive individual who is able to effectively prioritise their workload. You will have the ability to think outside the box and not relay on rigid processes, but rather develop new ways of efficiently resolving problems. Having the capability to take ownership of issues with a view to continuously improve is crucial in this role.
Mandatory requirements: Demonstrated experience in a similar role Extensive application support experience Working knowledge of a range of diagnostic utilities High attention to detail Strong problem-solving skills How to apply? If you are interested in joining an organisation that makes a difference, please directly apply through the advertisement and attach your resume and cover letter to your application..