Current opportunities

• Full time, permanent position
• 5 days in office
• Commencing immediately

The Australian Health Practitioner Regulation Agency (Ahpra) is the national agency responsible for administering the National Registration and Accreditation Scheme (National Scheme) in partnership with 15 National Boards for the regulated health professions. 

This is a full time permanent opportunity that is based in Melbourne.

About the role

The Desktop Support Analyst will be responsible for second level of support for Ahpra’s Business Services / IT range of Services as outlined in our services catalogue to all Ahpra Staff, Executive and Board members. This role will be the escalation point for service desk analyst and become a conduit between service desk and other teams in the IT Directorate. The role is also expected to provide first level support when required.

In this role you will:

• Provide support for a mix of servers, workstations, applications, and Microsoft 365 environments.
• Ensure end-to-end ownership of support requests, providing regular updates to stakeholders and maintaining effective communication with customers during major incidents, while managing activities in the Service Desk/Desktop space for incident resolution.
• Own and maintain the Known Error Database, ensuring issues impacting services are identified and resolved.
• Work to specified Service Level Agreements (SLAs) to deliver consistent customer experiences.
• Manage and finalize all service desk requests via phone, service portal, or in person, providing both first and second level support.
• Install, maintain, test, analyse, and resolve issues for all local and remote hardware and software, including PCs, mobile phones, tablets, laptops, printers, and peripherals.
• Maintain up-to-date fleet management by tracking ICT assets, including inventory, warranty, and license information in the asset management system.

As the ideal candidate, you will demonstrate the following:

• Relevant tertiary qualifications preferred or equivalent experience in required areas of expertise.
• Minimum 3 years of experience in a Level 1-2 IT support role.
• Thorough proficiency and proven experience working with Windows Active Directory, Azure Entra ID, Exchange, M365, Microsoft Intune/SCCM, Azure VMs, windows 10/11.
• ITIL certification, Azure, Microsoft 365 certifications, and PowerShell skills are highly desirable.
• Strong troubleshooting and problem-solving skills.
• Team player - ready to contribute whatever it takes or play any role on a team to get the job done.
• Ability to work independently and collaboratively in a fast-paced environment, prioritising tasks and managing multiple competing priorities effectively.
• Experience working with multi-skilled teams across various technical disciplines.
• Ensure customer satisfaction and positive client experience.
• A friendly, positive, and customer-focused attitude.

 Position description:   RD Desktop Support Analyst.pdf

What we offer 

• Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team   
• 17.5% leave loading   
• You will receive a company laptop  
• Professional development opportunities, including Linkedin Learning licenses    
• Salary packaging arrangements including novated leasing and education expenses   
• Discounted health insurance with Private Health    
• Attractive salary of $87,173 per annum plus Superannuation 

We will be shortlisting throughout the advertising period and should we identify suitable applicants, we may cease advertising early. 

To apply: 

• Click ‘Apply for this job’ to submit your application. Email applications will not be accepted. 
• Your application must include a cover letter, current resume and maximum 2 page document addressing the ‘Experience’ section of the Role Description 
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process 
• Offer of employment will be subject to successful background (pre-employment screening) and Criminal History checks. 
• For any queries or a confidential discussion regarding this position, please contact Recruitment team via email at recruitment@ahpra.gov.au   
• Applications Close: 11.30pm AEDT Tuesday 26 November 2024

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks. 

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.  If you have any support or access requirements, we encourage you to advise us at time of application. 

With respect, no agencies please