Service Desk Analyst – 1800RESPECT
Telstra Health offers software applications, and platforms that connect health information, patients and providers. We offer our solutions to the pharmacy, public and private hospital, primary care, diagnostic, Indigenous health, and aged, disability and community care sectors in Australia, as well as to Government and other health funders
Our telehealth services are the foundation of tailored solutions for patients, healthcare workers, hospitals, pharmacies and health funds to build a safer and more convenient way to manage health.
Telstra Health is proud to work collaboratively with the Australian Government and specialist partners in preparation for the delivery of 1800RESPECT from 1 July 2022, as the national front door for people experiencing, or at risk of experiencing, domestic, family and sexual violence (DFSV) and workplace sexual harassment (WSH).
About the role
As a service desk analyst you will:
· Serve as the first point of contact for all customer related calls across all 3 Service Desk Operations
· Provide 1st/2nd level across the full stack of products and services
· Log and assign all Service Desk requests/incidents into the ticketing system, and ensure case notes are kept up to date
· Identify and suggest service improvements
· Monitor and ensure SLAs compliance
· Carry out pre-defined tasks as requested by the Service Desk Team Leader
· Work with broader teams as required to ensure quality IT administration and service is maintained at the highest standards
· Work on an on-call roster outside of normal business hours
About you:
· Australian citizenship is essential for this role
· Bachelors degree in IT or equivalent
· 1-2 years of service desk experience
· Able to prioritise workload and meet agreed timetables
· Excellent problem solving and analytical skills
· Excellent communication skills (verbal and written)
· Strong written skills.
· Able to work in a dynamic team to contribute to the overall goals of the group
· Healthcare industry background desirable.
· ITIL methodology aware or trained
What you’ll get from us:
· Free Telstra mobile phone and plan for eligible employees
· Multiple leave options including paid parental, annual, sick, cultural, volunteer, study and pandemic Leave, as well as the option to purchase additional leave
· Flexible Work Policy that includes flexible hours and work from home options
· Free 24/7 professional and confidential support for you and your family via Benestar
· 25% discount on Telstra services including home broadband and post-paid mobiles
· Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
· A diverse and supportive working environment where you can bring your whole self to work
· Employee representative groups to support diverse employees
· Career development and growth with ongoing free learning courses
We’re passionate about creating an environment that’s inclusive and supportive; a place where everyone can truly be themselves. We know that diversity fosters greater innovation, better customer connection, and helps our people to thrive.
We welcome people of all genders, ages and ethnicities and focus on fairness and opportunity for under-represented groups like indigenous communities.
To ensure the safety and well-being of our people, this role will require the successful candidates to be vaccinated against Covid-19. Please speak to us if you have any questions about this based on your individual circumstances.
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.