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Service Desk Lead Information Services

Established for 50 years, TriCare is one of Queensland’s largest private owners and managers of retirement communities and aged care residences.

TriCare is recruiting for a full time Service Desk Lead to join our Head Office-based Information Services Team in Mount Gravatt on Brisbane’s southside.

Reporting to the Chief Information Officer (CIO), you will focus on leading a small team of service desk employees in providing IT support to 500+ end users across a number of TriCare facilities.  You will demonstrate your ability to continually improve services.

Key requirements, skills and experience:

  • Excellent customer service skills and a desire for continuous improvement
  • 3+ years’ experience in an IT service desk environment or IT managed services
  • Collaborative; strong interpersonal skills and ability to mentor others
  • Results focused and demonstrated ability to deliver against KPI’s
  • Excellent problem solving skills and strong attention to detail
  • Excellent desktop support skills within a Microsoft environment
  • ITIL, Microsoft and / or relevant tertiary qualifications highly regarded
  • “C Class” driver licence (to visit TriCare sites as necessary).

Key Responsibilities:

  • Lead a small Service Desk team, including some hands-on support
  • Work collaboratively with internal and external support teams
  • Identify issues, trends, major incidents and areas for improvement
  • Implement service level agreements with the internal and external stakeholders
  • Own the Information Services asset registers and spares pool
  • Liaise with the Learning & Development team to devise end user training modules
  • Adhere to and advise on Work Health and Safety requirements.

Please submit your resume and a cover letter, addressing your application to Sean Callahan, Chief Information Officer.

The closing date for applications is Friday, 11th March 2022.

A satisfactory Police Clearance Certificate is required according to the Aged Care Act 1997

Our Aged Care Residences are smoke-free workplaces.

TriCare does not consider applications received through, or from, recruiters.