Service Desk Analyst

Bolton Clarke Group one of Australia’s largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally.  Bolton Clarke Residential group now has 88 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.

About the Role

As a Service Desk Analyst, you will provide Level 1 and 2 technical support for Bolton Clarke’s local and wide area network environments. You will resolve application and hardware issues, escalate complex problems as needed, and ensure the integrity and performance of network resources. Your role will include documenting solutions, updating self-help resources, and configuring new technologies.

Responsibilities include:

• Resolves Level 1 and 2 incidents and requests related to application software or hardware from identification through resolution, escalating to support specialists when necessary.
• Ensures data integrity within the service desk system by accurately categorising all incidents and logs. Monitors and reports on hardware, software, and network resources to maintain high performance and security.
• Documents resolutions, updates self-help resources, and contributes to the creation and maintenance of knowledge base articles.
• Adheres to information technology support and service delivery standards, policies, and procedures, while identifying and recommending modifications and improvements.

About You

To be successful in this role, our preferred candidate will have:

• Bachelor’s degree required; Information Technology, Computer Science is preferred. Any other related discipline or commensurate work experience considered.
• Minimal experience in service desk support, including troubleshooting and resolving technical issues for end-users is preferred.
• Information Technology Infrastructure Library (ITIL) Certification is preferred.
• Experience in technical incident management and resolution is preferred.
• Proficient in Microsoft Office, Microsoft SQL (Structured Query Language), Web Based Technologies, Trouble Shooting and Incident Management skills.
• Excellent Communication, Planning and prioritisation and Analytical Communication skills.

Why Work For Bolton Clarke:

Excellent work/life balance with shifts that suit your personal needs

• A caring team environment with strong clinical and allied health support

• Career progression and development opportunities

• Generous salary packaging and not-for-profit tax benefits – claim up to $18,550 tax free

• Private health insurance and gym discounts

• An Employee Assistance Program for staff and family

Apply Now: Our application process takes 10 minutes to apply, please follow the below link to start your application.

Our commitment to diversity: At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status.

Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.