About the Company

Our client is Victoria's largest not-for-profit private health care group, renowned for excellence in diagnosis, is an innovator in Australia's health system, embracing the latest in evidence-based medicine to pioneer treatments.

Our client prides itself on communicating their values: Compassion, Accountability, Respect, and Excellence.

About the Position

The incumbent will handle Service Desk incident, problem, and service request calls under the direction of the IT Service Delivery Manager on supporting the users and ensuring a high level of end-user satisfaction. The role aslo includes responding to enquiries and proactive management of progess reporting and escalation procedures.

Responsibilities

Incident and Request Fulfilment Management

• Answer all incoming phone calls & respond to emails as necessary.

• Prioritise answering calls and monitoring the call queue during business hours.

• Log, review, escalate & closure of incidents and service requests in the ITSM toolset.

• Follow appropriate escalate procedures in an event the ticket cannot be resolved by Level 1 Service Desk.

Service Delivery and Customer Relationships

• Ensure all requests are responded to within agreed SLA's and ensure high standards of customer satisfaction is maintained.

• Communicate with clear and unambiguous language in all interactions, tailored to the audience.

• Build customer relationships and greet customers and patients promptly and courteously.

• Actively seek to understand patients' and their family's (customers) expectations and issues.

Others

• Ensuring internal IT Service Delivery Processes are satisfied and kept up to date.

• Develop and maintain healthy and effective working relationship with all members of the Information Technology department.

• Report all hazards, incidents, injuries and near misses immediately to you manager and log them in RiskMan.

Role Requirements

• Must be studying an IT related degree or diploma.

• A proven record of working in a Service Desk/IT customer support environment.

• Customer service experience

• Some experience working in a HealthCare environment is desirable.

• Must have knowledge of: Windows 10 Operating System, Office 2019, Office 365, MS Exchange, Active Directory, ITSM toolset experience (FreshService Desirable).

• Experience in the following is desirable: Level 2/3 - IT systems knowledge, Experience with HealthCare applications.

• Must have positive attitude, excellent organisational skills, time-management skills, attention to detail, excellent interpersonal skills, excellent communication skills, and strong problem solving skills.