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37d ago
37d ago

Service Desk Analyst

Telstra Health

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Estimated
$40,000 - $66,000
Work type
Full Time
Contract type
Permanent
How this job matches you
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Estimated
$40k - $66k
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$78k
Market average
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DISCOVER YOUR PROFILE VALUE
Skills
COMMUNICATION
HL7
ITIL
MIDDLEWARE
OPERATIONS

Full job description

We’re Telstra Health, and we’re changing and improving lives through connected healthcare. With a unique footprint of digital health software solutions connecting clinical information across providers, we’re supporting the delivery of integrated care across out healthcare ecosystem.

Telstra Health is embracing this change by developing solutions designed to build a better connected health system. Regardless of the role you play – patient, practitioner, provider or government – our goal is the same; we want to make health care easier for you.

We want to increase convenience, lower costs, provide new choices and deliver a better experience. We want to make healthcare simpler. That’s why we have invested in digital health solutions across the health system – including for GPs, aged and residential care, hospitals, radiology, pharmacy, indigenous care, health analytics and telemedicine. We are connecting those services to empower patients in their own health, free healthcare professionals from paperwork and make all that medical data meaningful.

Help us shape a connected future for healthcare by:

Telstra Health is getting ready to launch the Bowel component of the National Cancer Screening Program this is where your excellent customer service will come into use. In this role as a Service Desk Analyst, you will provide phone, portal and email support to customers for Level 1 end-user system support issues, queries and faults. This will be for National Cancer Screening Register (NCSR) Cervical and Bowel Program, Entity staff, end-users of the products, platform, equipment and systems.

The Service Desk Analyst tasks and responsibilities include:

  • Properly documenting incidents, triage its severity levels, and escalation when necessary.
  • Following up with users, provide feedback and see problems and incidents to resolution
  • Face-to-face support for Telstra Health and entity users, for all initial faults.
  • Providing an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication in keeping with the Telstra Health ethos.
  • Maintaining general IT documentation and resources, including catalogues, FAQ’s
  • Assisting other IT team members in producing internal documentation.
  • Recommending Operations and Service Desk procedure modifications or improvements
  • Demonstrating a commitment to one’s personal safety and to ensuring a safe and healthy environment within the workplace.
  • Complying with Telstra employment values and standards

To be successfully considered, we are looking for somebody who has completed or progressing towards tertiary qualifications in Technology/related discipline. Ideally you will have experience providing service desk services to enterprise level environments providing a mixture of Level 1 and 2 Support, pragmatic problem solving skillsand excellent verbal reasoning, verbal and written communication skills.

If you have ITIL certifications or worked within a healthcare setting, and are familiar with HL7 v2.3+, Middleware platforms, this would be highly desirable.

You’ll build connections for life through:

  • Being a critical team member supporting the NCSR project – whose mission is to be Australia’s trusted cancer prevention platform
  • Working for the largest Australian-based provider of software for healthcare providers and funders
  • Working with us is not just about the opportunity to impact lives. Together with our range of benefits, we make sure out people are cared for too

NB: The successful applicant will be required to meet the requirements of and be willing to obtain an Australian Government Security Vetting Agency Negative Vetting 1 (NV1) Security Clearance – to obtain this you must be an Australian Citizen.

Successful candidates must be willing to work non-standard business hours – nights and weekends and on-call after hours, all based on a rostering system.

APPLY NOW to build your career and join an iconic Australian company with a rich heritage.

Job details
Date posted
16 Oct 2019
Category
Information Technology (IT)
Occupation
Help Desk & IT Support
Estimated
$40,000 - $66,000
Contract type
Permanent
Work type
Full Time
Job mode
Standard/Business Hours
Work Authorisation
Australian Citizen/Permanent Resident