Service Desk Specialist

Melbourne VIC
Full-time, Permanent

Job details

Job Type
Work options: Hybrid
Role Purpose

The role forms part of the deployment and support team which is responsible for implementing and maintaining the technical infrastructures that support client installations and services. The main role of the Service Desk Specialist is providing first level support to the Australian client base that operates the Telstra Health Clinical Care, Medication Management & Resident Manager Software.


Client Service

  • Provide phone, email and remote support for clients who have Level 1 support and general product queries.
  • Logging calls and liaising with various other Telstra Health/iCare Health team members (i.e. Senior Support to resolve issues}
  • Manage all incidents and requests in our call management system
  • Following through on escalated cases, chasing for responses where required
  • Communicate case status and progress back to the end user in a timely manner
  • Call clients and respond to emails with appropriate and accurate solutions within the agreed service level
  • Troubleshooting Level 1 Support issues
  • Engage in weekly, fortnightly or monthly meetings with clients

Relationship Management

  • Working closely with key internal and external stakeholders

Enhance Client Experience

  • Working with the entire team to enhance the client experience
  • Working with the Deployment & Support & & Head of Client Services Manager on improving product and support competencies

Internal Support

  • Providing internal product support to entire support team.
  • Review open and closed cases to ensure process is being followed, cases are being closed correctly and are meeting the KPI’s set out by the business.
  • Escalating concerns and internal training requirements to the appropriate office lead and/or management.
  • Special Projects
  • To assist from time to time in additional projects, these will focus around:
  • CRM
  • Reporting


  • Strong written and verbal communication
  • Past exposure to the Aged Care industry, Community/Home Care sector, the health industry or nursing will be highly regarded, along with a tertiary qualification in IT
  • Ability to understand a client’s business processes and communicates changes
  • Ability to work independently and autonomously
  • Testing and Support
  • Knowledge of software services and solutions
  • Pragmatic but detail oriented, and ability to be able to quickly priorities actions
  • Effective interpersonal skills
  • Process driven with strong and organizational capabilities

Experience and Knowledge

  • Tertiary qualification in IT
  • Experience in a telephone based support environment
  • Experience with Case Management system
  • Experience in technology/development environment
  • Customer Service skills an asset in call center/helpdesk environment


As a leading health software company we take pride in building an inclusive and supportive working environment with opportunities for growth and development to help each employee reach their potential. Together, we can positively impact our customers to enable ideal healthcare!

  • Flexible working environment- Hybrid work
  • Attractive referral bonus programmers
  • Career progression and learning and development opportunities
  • Generous parental and annual leave schemes
  • Telstra Rewards program- assess a number of employee discounts and benefits including discounts on shopping, gym memberships, movie tickets and health insurance
  • Free Telstra mobile phone and plan for eligible employees

Important Note

Dear job seekers,
If you want to secure your desired job, it’s crucial to have a favorable assessment of your skills. This report can be a potent tool that distinguishes you from other candidates and gives you a competitive advantage in the job market.

Nowadays, many companies prefer candidates with a proven track record of performance, as reflected in their skill evaluation report. By highlighting your competencies and strengths in this report, you can demonstrate your potential to be an invaluable asset to any organization.
Whether you’re seeking a new job or aiming to advance in your current profession, dedicating time and effort to improving your skills and acquiring a positive skill evaluation report can yield significant benefits. Therefore, make sure to avail yourself of every opportunity to showcase your abilities and expertise, and don’t shy away from seeking feedback and constructive criticism to enhance your performance.
Keep in mind that a favorable skill evaluation report can make a significant difference in obtaining your desired job, so don’t undervalue its importance. Continue to work diligently, maintain your focus and positivity, and you’ll be well on your way to achieving your objectives.
We wish you the best of luck in your job search!

Some references to evaluate your skills :⭐⭐⭐⭐⭐

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