Overview of ForHealth Group: ForHealth Medical Centres is an industry leader in quality, accessible healthcare. With a nationwide network of over 80 medical centres and more than 1,300 independent health practitioners, we offer patients holistic care throughout their lives. Our practitioners provide over 7 million patient consultations annually. As part of the ForHealth Group, we are proud to be the leading provider of Urgent Care Services within primary healthcare. Purpose of the Position: We are looking for a dedicated Service Desk Analyst to join our Information Technology team. In this crucial role, you will be the face of our IT department, acting as the first point of contact for our staff when they engage with IT support. This customer-focused role requires strong customer service, communication, analytical, problem-solving, and task management skills, along with attention to detail. The candidate should possess sufficient technical skills and experience to independently resolve most first-level support inquiries and collaborate with external vendors as needed. Key Responsibilities:Service Delivery Operations:
Respond to Service Desk calls and manage requests through our ServiceNow platform.
Record, track, and document all actions taken on support tickets, ensuring a comprehensive resolution process.
Take ownership of incidents and requests, guiding them to successful resolution.
Research and document solutions in the Knowledge Base, maintaining current and accurate information.
Technology Deployment:
Assist in the deployment of new technologies and ensure consistency in IT support.
Participate in technology upgrades and ensure all software upgrades are acknowledged.
Collaboration:
Work closely with external vendors and internal teams to resolve issues effectively.
Identify opportunities for process improvements and participate in change management initiatives.
Qualifications:
Tertiary qualification in Information Technology or a related field, or equivalent industry experience.
2+ years of Service Desk/IT Support experience preferred, ideally in a clinical setting.
Strong troubleshooting skills related to endpoint devices and Microsoft services.
Familiarity with ITIL concepts and ITSM platforms such as ServiceNow is advantageous.
Skills and Attributes:
Excellent customer service and communication skills.
Strong analytical and problem-solving abilities.
Detail-oriented with a proactive approach to work.
Ability to work independently and manage multiple tasks under pressure.
Benefits:
Work alongside private equity and contribute to meaningful projects.
Enjoy 20% off dental treatments for you and your family.
Access confidential support services for personal and professional challenges.
Be part of a team dedicated to promoting accessible and affordable healthcare across Australia.
Access a wealth of training materials and resources to enhance your skills and knowledge.
Benefit from structured career development opportunities and internal promotion, fostering your growth within the company.
Join Us: If you are passionate about technology and committed to providing exceptional IT support, we want to hear from you! Apply now to take the next step in your career with ForHealth Group.
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