Who Are We?

At MCRI we share a powerful vision; to re-imagine the future of child health. We are the home to many life-changing scientific discoveries. We believe that no question is too impossible to try and answer. We are renowned for our cutting edge focus on early interventions, improved diagnosis, prevention and development of potential cures. Our success is founded on a philosophy of collaboration through a multi-disciplinary approach to solving the toughest questions in child health.

MCRI is a proud member of the Australian Network on Disability. We are committed to creating a positive working environment which values all backgrounds and experiences. We strive to foster an inclusive culture that is underpinned by equal opportunity for all and a culture based on respect, consideration and dignity.

The Opportunity

Your primary goal is to deliver a first class customer service by efficiently addressing the needs and concerns of our users. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the desktop level.

Your responsibilities will include but are not limited to:

• Evaluate documented resolutions and analyse trends for ways to prevent future problems.
• First line Telephone consulting and management of service desk calls.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• Enforce SLAs to meet end-user expectations.

You Demonstrate:

• Knowledge of intermediate or advance computer hardware, including PC and Mac.
• Experience with desktop and server operating systems (Windows Server 2012), including Microsoft Windows 7, Microsoft Windows 10 and Apple OSX
• Certifications in CompTIA A+ IT Technician or Microsoft Certified Desktop Support Technician or equivalent desirable
• Extensive application support experience with Microsoft office suite.
• Working knowledge of a range of diagnostic utilities
• Exceptional interpersonal skills, with a focus on rapport-building, listening and curiosity
• Strong documentation skills.

On Offer:

• 1 year Full time contract
• Salary Range $50,000 - $55,000 pa + super + salary packaging
• On-site facilities include: childcare, Employee Assistance Program, mindfulness, gym, and bike storage… to highlight a few