Senior Support Analyst

About us   

HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation. We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise. 
 
When it comes to our people - those we serve and those who serve - we are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability. In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs. 
 
We've been caring for people for over 90 years - so, if you love to care, join us, and make a career move that matters. 

It’s not just care. It’s HammondCare. 

About the role   

The Senior Support Analyst is a key role within HammondCare, responsible for providing a wide range of expert technical support services to HammondCare staff.   

This is maximum term contract role until May 2028 working at St Leonards.  There may be travel required to HammondCare sites from time to time.  This position is an on-site role.

What we can offer you  

We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:  

• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free) 

• Additional leave purchase options and 14 weeks paid parental leave pro rata 

• Flexible working options 

• Discounts on everyday products and services 

• Discounted healthcare memberships - access to network of fitness centres and pools for employees and families 

• Free access to independent counselling support for employees and families 

• Health & Wellbeing programmes 

• Reward & Recognition programmes 

• Referral bonuses 

• Career and professional development opportunities 

Key Responsibilities include 

• Senior team member with end responsibility for assigned support region 

• Support team leader in mentoring and guiding other support analysts 

• Providing telephone and face to face technical support to users regarding ‘End User Devices’ 

• Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems 

• Maintaining accurate log entries of fault with resolution and contact details 

• Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements 

• Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided 

• Working on most assigned tasks without referral back to Team Leader 

• Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures 

• Ensuring technical queries not progressing are escalated according to established procedures 

• Participating in ongoing team training and knowledge sharing 

• Mobile phone support and enrolment into Mobile Device Management platform

• Cisco desk phone, AV(Polycom) and meeting rooms (Surface Hubs) support

• Participate in project work as required 

About You  

• Commitment to engage and align with HammondCare’s mission 

• At least 5+ years demonstrated experience in an IT support role or equivalent  

• Expert knowledge of Microsoft products including 0365, Teams, Onedrive, Sharepoint  

• Expert knowledge of Windows11 and SOE deployment  

• Strong customer service focus  

• Strong analytical and problem solving skills  

• Ability to handle multiple problems at once and prioritise issues  

• Strong communication and interpersonal skills  

• A ‘can do’ attitude of service and support  

• Strong planning and organising skills with the ability to prioritise tasks to meet deadlines  

• Understanding of ITIL practices  

• Leadership and mentoring ability  

• ITIL Foundations certification desirable  

To Apply