Title: Senior Service Desk Analyst Objective: Support and administer stable, reliable ICT services for the wider ACH Group. What you'll do: Responsible for delivering high‑quality 1st and 2nd line support to ACH Group staff via telephone, remote desktop tools, and where required, deskside assistance at the end‑user workspace. As the first point of contact for all ICT support requests, you ensure incidents and service requests are accurately logged, categorised, and actioned in a timely and efficient manner. Act as an escalation point and mentor for Service Desk Analysts. Support the Service Delivery Manager with reporting, compliance checks and continuous improvement initiatives. Provide advanced Technical Support and guidance to the Service Desk team, acting as an escalation point for complex issues and contributing to continuous service improvement. Working within the Digital Services Operations team, you collaborate closely with specialist Digital Services teams to ensure that any incidents not resolved at the first point of contact are appropriately escalated, monitored, and driven to resolution. Monitor and manage ticket queues to ensure SLA compliance. Maintain high‑quality documentation, knowledge articles, and troubleshooting guides. Provide advanced support for end‑user devices, applications, hardware, and peripherals. Assist with system access administration, user onboarding/offboarding, and standard ICT maintenance tasks. Support DS Operations activities including patching cycles, endpoint management, and asset lifecycle tasks. Assist in problem management by identifying trends, recurring issues, and opportunities for system improvement. Support audit readiness and ICT policy adherence across the organization. Assist in reviewing and updating ITSM processes and knowledge articles. Essential Experience: Strong troubleshooting, analytical, and problem-solving skills. Experience with ITSM/Service Desk ticketing systems. Understanding of ICT security, compliance, and change management. Experience with maintaining Microsoft Windows Server Operation Environments. Experience with administering Microsoft Active Directory and Microsoft Exchange. Experience with Microsoft 365 Administration. Experience in software and hardware deployment and installation. Basic Network Troubleshooting Knowledge (Use of PING, NSLookUp, Tracert commands etc) Ability to work under pressure while maintaining accuracy and professionalism. You will need: A satisfactory police clearance that complies with ACH Group Policy no older than 12 months at commencement of employment. Current drivers’ license At least 1 industry specific and relevant certifications, ITIL Foundation certification. Experience supporting enterprise aged‑care or healthcare environments. Experience with endpoint management tools such as Intune, SCCM, JAMF, or similar. Knowledge of networking fundamentals. If you want to join our amazing team, we can offer you: Career development with inhouse upskilling and external learning opportunities Friendly and inclusive culture, supporting diversity and employee wellbeing Free on-site flu vaccination program Financial advice for HESTA members, our preferred superannuation supplier Wellbeing program including free employee assistance program Flexible working wherever possible Recognition program acknowledging significant contributions Salary packaging to maximise your take home pay Discounted Corporate Membership - Health Insurance - BUPA ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum to reduce your tax. We also offer a range of perks through our Employee Benefits Program (e.g., discounted private health). How to Apply: Press 'Apply' now! ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis What it's like at ACH Group: At ACH Group we believe that older people should feel valued, respected, connected in their communities and supported to live a good life. We love what we do, aren't afraid to take action and responsibility, constantly put our hands up for challenges and celebrate the uniqueness of our community. Most importantly, we bring our best. If you share our belief, join our team of 1800 employees and hundreds of volunteers and take delight in knowing that you're making a contribution to the lives of older people. You'll do so while enjoying a rewarding career pathway, ongoing training and a passionate, flexible workplace.
