About us  

HammondCareprovides expert aged care, home care, dementiacareand palliative care for older people, regardless of circumstances, beliefs,backgroundor 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,religionand 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’snot just care.It’sHammondCare.

About the role  

The Senior Support Analyst is a key role withinHammondCare, responsible forprovidinga wide range of expert technical support services toHammondCarestaff.

This is maximum term contract role until May 2028 working at St LeonardsThere may be travelrequiredtoHammondCaresites from time to time. This position is an on-site role.

What we can offer you

We care about your wellbeing atHammondCareand 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)

• Additionalleave purchase options and 14 weeks paid parental leavepro 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 forassistanceby providing information to enable users to resolve their problems

• Maintainingaccuratelog 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 Managementplatform

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

• Participate in project work asrequired

About You 

• Commitment to engage and align withHammondCare’smission

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

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

• Expert knowledge of Windows11and SOE deployment

• Strong customer service focus

• Strong analytical andproblem solvingskills

• Ability to handle multiple problems at once and prioritise issues

• Strong communicationand 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