First listed on: 11 October 2020

IT Service Desk Officer


  • 2 x 10 months fixed term full time roles available
  • Excellent for someone who has customer service experience and a positive "CAN DO" attitude
  • Macquarie University location (Free onsite parking & close to public transport)
  • Competitive base salary plus 15.4% super

Hearing Australia is the country’s largest hearing services provider, with an international reputation for excellence. We are currently undergoing an exciting transformational journey, repositioning our brand and workplace culture, to ensure our customers are at the heart of everything we do. When you change lives, it’s more than just a job.

The Service Desk Officer position works in the IT Service Desk team and is responsible for providing 1st and 2nd Level IT support services as required to internal Hearing Australia staff. The Service Desk provides support services to the national Hearing Australia network of 160 + Hearing Centres and is supported by experienced internal 3rd level support staff. We are looking for two customer focused and energetic problem solvers to join our small and friendly IT Service Desk team. 

The key responsibilities will include but are not limited to:

  • Provide exceptional customer service through excellent communication, prioritisation and fulfilment of cases in accordance with established and agreed service level agreement
  • Provide first level IT support within the IT environment to users throughout the Australian Hearing business units and escalate as required
  • Log, monitor and manage incidents, ensuring communication with customers is maintained to a high standard
  • Diagnose and resolve incidents which users encounter within the IT environment and escalate as required
  • Co-ordinate assigned incidents from creation to completion to meet customer expectation
  • Initialise and distribute hardware and software to users
  • Working on a rotating roster to cover our IT Service Desk operation hours (Monday to Friday 8am – 6pm)

The successful candidate will have:

  • Experience in customer service in either a face to face or call centre environment
  • Service Desk experience would be an advantage but not essential
  • Excellent written and verbal communication skills and strong troubleshooting skills 
  • Proven ability to manage to work under pressure and meet deadlines
  • Good knowledge and experience with Windows based technologies
  • Degree / Diploma qualification in Information Technology or similar technical field is desirable but not essential

Why work for Hearing Australia?

At Hearing Australia, our essence and purpose is to be caring and to have a positive impact. Everything we do reflects these values out in the community and within our hearing centres across the country. This role is a unique opportunity to work in an organisation that is providing world leading research and hearing services for the well-being of all Australians.

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