Senior Service Desk Analyst

Salary: Based on experience + Super + NFP Salary packaging

Senior Service Desk Analyst

We're Feros Care, and we're pleased to meet you.

And what we care most about is helping people live healthier, happier, better connected lives.

Since 1990, we've been making it happen, both for older Australians and people with disability. We are proud to be Game Changers. Dream Makers. Kindness Champions. Culture Shapers. Vibrant
Creators. And it's not just us who thinks so; We've won many awards on the local and international
stage for our approach.

We're looking for a Senior Service Desk Analyst to provide advanced IT support and operational guidance within our Service Desk team.

In this role, you'll resolve complex technical issues, coordinate escalations, coach team members and contribute to the day to day success of the Service Desk. Working closely with internal teams and stakeholders, you'll help minimise downtime, enhance the support experience and drive continuous service improvements across the organisation.

What you'll do

• Provide advanced technical support and resolve complex IT issues.
• Coordinate daily Service Desk operations and manage escalations.
• Coach and support Service Desk Analysts with case reviews and technical guidance.
• Identify recurring issues and contribute to root cause investigations.
• Support improvements to Service Desk processes, knowledge resources and user self service capabilities.
• Support the response to critical incidents and help coordinate timely service restoration.
• Contribute to IT projects, system upgrades and technology rollouts.
• Coordinate hardware procurement, replacements, warranties and vendor relationships.
• Develop user resources and support training for new systems and technologies.
• Deliver exceptional customer service, while minimising disruption to business operations.
• Act as the delegated Service Desk lead when required.

What you'll bring

• Minimum 2 years' Service Desk experience, including Level 2 support and managing complex incidents and escalations.
• Experience coordinating workloads, prioritising requests and supporting Service Desk operations.
• Strong experience supporting Windows 10/11, Microsoft 365, Exchange, Entra ID, Intune and Active Directory environments.
• Knowledge of IT service management practices, including incident, request, problem and change management.
• Strong troubleshooting and problem solving skills.
• Excellent communication and customer service skills.
• Experience creating documentation, knowledge articles or user guides.
• Experience coaching, mentoring or supporting team members.
• A proactive approach to continuous improvement and service quality.
• Ability to participate in an on call roster and travel to Feros Care sites as required.

Qualifications & Checks

• Relevant Diploma or Bachelor's degree in Information Technology, or equivalent experience.
• Current Australian Driver Licence.
• Undergo a Nationally Coordinated Criminal History Check.
• Valid Australian working rights.

Desirable Criteria

• ITIL 4 Foundation certification or similar IT service management experience.
• Experience with SysAid or a similar IT service management platform.
• Experience with Windows Autopilot, application deployment and mobile device management.
• Experience contributing to problem management, knowledge management, self-service or workflow improvements.
• Experience supporting technology projects, procurement activities or device lifecycle management.
• Working knowledge of networking concepts including LAN/WAN, DNS, DHCP and VPN.
• Experience working in aged care, health, disability, community services or another regulated environment.

Why Feros Care?
At Feros Care, we value our people and offer:

• Not for Profit Salary Packaging of up to $15,900 per annum, and meal and entertainment salary sacrifice of up to $2,650 per annum, all tax free, stretching your income further.
• Flexible Working Arrangements, including a hybrid model with a combination of working from our Coolangatta office and the flexibility to work remotely.
• 17.5% Annual Leave loading.
• Cultural Leave Days for eligible employees.
• Enjoy exclusive discounts, financial tips, and wellness programs through our ForME employee benefits platform.
• Private Health Insurance Discount with Medibank.
• Employee Assistance Program (EAP).
• Paid Parental Leave (9 weeks) for eligible employees.
• Access to Fitness Passport - discounted gym and pool memberships for you and your family.
• $200 referral bonus per successful referral.

Feros Care acknowledges and pays respect to the Traditional Custodians of this land on which we work.

We actively seek to include, welcome and value the unique contributions of all people. We encourage applications from Aboriginal and Torres Strait Islander people, people from cultural and linguistically backgrounds, and people with disability.

If you would like to discuss accessibility requirements, preferred communication methods or other possibilities, please contact [email protected]