The George’ is 600+ people globally focused on improving the health of millions of people. A medical research institute affiliated with leading universities and with projects in approximately 50 countries, we are challenging the status quo in healthcare to find the best ways to prevent and treat chronic disease and injury, and to influence policy and practice worldwide.
We are seeking for an enthusiastic IT Service Desk Analyst to join out growing organisation. The Service Desk Analyst is responsible for providing 1st and 2nd level IT support and administration to Institute staff, both local and remote.
Duties and Key Responsibilities
Provide 1st and 2nd level IT support to staff, in alignment with all IT policies, standard operating procedures, work instructions and ITIL principles
Monitor assigned Service Desk ticket queues, take timely action to address requests and escalate where required to maintain adherence to SLAs
Own the customer relationship for assigned tickets, ensuring timely, clear, professional communications and high levels of customer satisfaction
Maintain clear and accurate ticket notes, asset records and other documentation
Ad-hoc project work as required
Other accountabilities as agreed with Manager
Skills, Knowledge and Experience
2 or more years’ experience in the Information Technology Industry
Experience in Windows desktop administration, including Windows 10 and Microsoft Office
Good PC and laptop hardware skills, basic networking skills and knowledge
Excellent written and verbal communication skills
Excellent customer service and support skills, with the ability to communicate with staff at all levels of the organisation, and at varying levels of technical experience
Strong organisation, time management, attention to detail and problem-solving skills
Adaptability and flexibility to handle ambiguous conditions and changing priorities
A tertiary qualification in Computer Sciences or a related field
ITIL and/or Microsoft Certification
We offer a flexible and inclusive work culture with excellent staff benefits including, salary packaging arrangements and sound learning opportunities
We are reviewing applications as soon as we receive them, so apply now!
The George Institute is an equal employment opportunity employer committed to equity, diversity and social inclusion. Applications are encouraged from people with a disability; women; Aboriginal and Torres Strait Islander people; people who identify as LGBTIQ; mature-aged adults and those from culturally and linguistically diverse backgrounds.
Why work at the George?
We are committed to attracting, developing, rewarding and retaining the best people
in their fields to conduct and support our innovative and highest quality research