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IT Support Analyst

Primary Health Care

Sydney, New South Wales, Australia

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Job Posted: 03/10/2017

Job Category:

IT and Telecommunications / Helpdesk / Servicedesk

Job description:

IT Support Analyst

  • IT Telecomms
  • Help Desk / Support
  • Sydney
  • Permanent / Full Time


  • Based in St leonards
  • ASX 100 Listed Health Care Company
  • Unique opportunity to drive business growth in healthcare
Primary Health Care Limited is one of Australia's leading ASX listed healthcare companies. Primaryrsquo;s services include large-scale medical centres, pathology and diagnostic imaging. We exist to help everyone in Australia be healthy and well. We bring together the best people, infrastructure, services, processes and technology to enable total care for everyone in Australia.

Your role and responsibilities will include:
  • Provide 1st and 2nd level support to internal customers via phone and email
  • Troubleshoot and resolve issues at the first point of contact
  • Provide the highest level of customer service to all customers
  • Ensure that all incidents and service requests are logged into the ITSM system
  • Ensure that all relevant information of the issue/request and actions taken are clearly documented in the ITSM ticket
  • Ensure that incidents and requests are resolved in a timely manner and/or according to service level targets
  • Maintaining communication with internal clients and other key stakeholders to ensure they remain informed
  • Ensure that IT Operations procedures and processes are followed
  • Respond to urgent requests and escalations, coordinate with relevant resolver teams
  • Be flexible to work on rotating shift and to provide support after-hours
  • Contribute to the effectiveness of the IT Operations, including sharing of knowledge and information, documenting processes and procedures
  • Ability to function as part of a cohesive team environment.
  • Assist with the installation and configuration of desktops and other hardware as required as well as provide technical support for hardware components such as desktops, printers and scanners.
  • Occasional offsite travel
To be successful, you will have:
  • A relevant IT degree or qualification
  • Minimum of 18 months work experience in IT Service Desk
  • Strong verbal and written communication skills
  • Excellent telephone manner and customer service skills
  • Ability to adapt to a busy and challenging environment
  • In-depth understanding of computer hardware, software and workstation operating systems including Windows 10, Windows 7, Windows XP, Mac OS, Active Directory, Exchange and server operating systems
  • Experience in UNIX/Linux will be advantageous
  • Proficient in supporting iPhones, Android, iPad, Surface Pro and other mobility devices
  • Strong PC skills including Outlook, Excel and Word
  • Excellent understanding of network infrastructure and other IT systems
  • Excellent troubleshooting skills and able to immediately implement a solution
  • Team player with strong work ethic
  • ITIL Foundations Certificate
  • Experience with Practice Management Software will be advantageous
This is an excellent opportunity for someone who is looking to further their career in IT and customer service.

If you feel you have the skills and experience to perform in this role and would like to apply, please click on "Apply for this Job" and follow the prompts to apply.