About the role Mater's Digital Service Centre has an exciting opportunity for a Digital Support Specialist to join us in a permanent and full-time capacity at our Mackay location!You will be part of the team who are the first point of contact for our Mater people state-wide who are requiring assistance with digital technologies.This role will be required to be the subject matter specialist to support systems, technology, workflows that the Digital Service Centre supports.You will be responsible for the technical mentoring of our Digital Support Officers along with collaborating with other Digital support and delivery people across the Division to troubleshoot and problem solve complex Service Centre issues; and to identify and address skills and knowledge gaps.Salary range: $42.05 - $46.33 (MCAS level 4) per hour plus superannuation and salary packaging What you'll be doing Some of the key duties for this role include: Troubleshoot and resolve complex desktop support faults and requests Assign priority to unresolved tasks in line with operating proceduresAppropriately record actions taken and set expectations with customersRefer to Senior Digital Support Specialists for troubleshooting advice Document faults and requests according to work instructions and guidelinesProvide guidance to Digital Support Officers on the documentation of complex requests and faults Provide feedback to Digital Support Officers to ensure required standards of service are maintainedUnder guidance, update Service Centre system and training documentation, and work instructionsIdentify gaps in documentation and work with appropriate technical resources to update/create knowledge within the Service Centre Identify self-service knowledge opportunitiesAssist Mater people with routine/common/known non-Digital enquiries into the Service Centre Perform after-hours desktop support as part of a rotating on-call rosterProvide guidance to Digital Support Officers on linking faults to problem and change recordsDuring busy periods in the Service Centre, assist with providing Level 1 phone support, if requiredAutonomously perform installation and upgrades to IT equipment including PC's, Printers, Faxes, Scanners, MFD's, AV equipment Participate and support system upgrades Provide level 1 and 2 support for complex audio-visual faults and requestsProvide level 1 and 2 network, telephony and mobile device support for routine/common/known faults and requests Perform IT asset management administration About you To be successful in this role you will ideally have the following: Minimum 4 years relevant IT experienceDemonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environmentsDemonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environmentsExcellent customer service skillsSound knowledge of Microsoft operating systems, active directory, networking, computer and AV hardware installation and supportDemonstrated time management and organisational skills Ability to organise and prioritise tasks to meet deadlines and evidence of consistently producing required levels of IT supportProven ability to function as a team member, maintain confidentiality, be flexible and work under high pressure situationsHigh level communication skills Why join us?is Queensland's largest and most innovative not-for-profit healthcare service, providing care for almost 700,000 patients a year across a network of 11 hospitals.We are a leader in healthcare, education and research — and that's because we employ exceptional people.#MAKEYOURMATERMOVE Via salary packaging arrangements, allocate some living expenses directly from your pre-taxable income and ultimately increase your take-home payAccess to package meal and entertainment expenses via salary packagingAccess to leading education and professional development via Mater EducationAccess to our Employee Assistance Program and on-site pastoral care teamsDiscounts to local and national business/venues for Dining/Retail/Travel & Accommodation/OtherUnlimited access to a multitude of discounted fitness facilities through Fitness PassportAccess to on-site, discounted parkingDiscounted food and beverage at various campus cafés and coffee venues Find out more about living in Central Queensland/North Queensland by visiting our page.For further information specific to the position, please contact?Joseph Marano – Service Delivery Manager on .Applications close on 10th of June 2024.Please note, we may contact applications prior to the closing date, please do not hesitate to APPLY NOW!Mater is committed to the wellbeing of their staff, and it is underpinned by our flexible and remote working policies.Please Note: We will not require any support from Recruitment Agencies at this time and kindly request no contact is made.Only direct applications will be considered.
