Help Desk & IT Support (Information & Communication Technology)
Full time
Lumus is a privately held company providing world-class diagnostic services to consumers and doctors across Australia. We are supported by a team of Radiologists operating through a national network of 150 imaging centres and hospitals.
We are embarking on a major strategic transformation journey to re-imagine healthcare and create customer-centric health services that leverage the latest technologies.
Lumus Imaging has an exciting opportunity for a full time permanent Technical Service Analyst in Queensland!
The role reports to the Service Centre Manager, the Technical Services Analyst plays a vital role in providing high-quality technical support and services to end-users and ensuring the efficient operation of IT systems.
This role involves diagnosing and resolving technical issues, managing service requests, and contributing to the continuous improvement of IT support processes. The Technical Services Analyst will work closely with other IT staff and departments to deliver timely and effective solutions.
Key Responsibilities Technical Support and Troubleshooting:Provide first and second-level technical support to end-users for hardware, software, and network issues.Diagnose and resolve technical problems related to operating systems, applications, and hardware.Escalate complex issues to higher-level support or specialised teams as needed.Service Request Management:Manage and prioritise service requests and incidents through a ticketing system, ensuring that they are addressed in a timely manner.Document and track issues and resolutions to ensure accurate and up-to-date records.System Monitoring and Maintenance:Monitor system performance and availability to proactively identify and address potential issues.Perform routine maintenance tasks, including software updates, patches, and system backups.User Support and Training:Assist end-users with onboarding and setup, including configuring devices and applications.Provide training and guidance to users on best practices and the effective use of IT resources.Process Improvement:Analyse support metrics and feedback to identify trends and areas for improvement.Recommend and implement changes to processes and procedures to enhance service delivery and efficiency.Documentation and Reporting:Maintain accurate and comprehensive documentation for technical procedures, configurations, and troubleshooting steps.Prepare reports on incident trends, service performance, and other relevant metrics.Collaboration and Communication:Work collaboratively with other IT team members to resolve issues and support departmental goals.Communicate effectively with users, providing clear explanations and updates on technical issues and resolutions.Compliance and Security:Ensure compliance with Lumus' policies and procedures, including security protocols and data protection regulations.Requirements Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.Proven experience (2-4 years) in a technical support or IT services role.Strong technical knowledge of computer systems, networks, and applications.Experience with IT service management tools and ticketing systems (e.g., ServiceNow, JIRA).Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues efficiently.Strong communication skills, with the ability to explain technical concepts to non-technical users.Ability to work independently and as part of a team in a fast-paced environment.Familiarity with ITIL practices and principles is a plus.How To Apply Please click the 'Apply Now' button to complete the pre-screening questions and submit your application.
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