Trucell started 15 years ago providing IT services to healthcare providers. Based in Parramatta we have clients across NSW, QLD, VIC, and Western Australia. 

Trucell is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy.

Trucell is seeking an individual with an outstanding attitude and strong IT skills. If you possess exceptional client service skills and have a passionate and dynamic approach to your role, and then we would like to hear from you.

• MUST HAVE 5 + years experience as Level 2 or 3 support.
• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to our client’s sites as required.
• Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of the desktop environment and applications to end users where required.
• Develop and maintain ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise allocated tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Update, maintain and work within procedures for the maintenance of one or more technical domains.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Meet enterprise service levels by applying ITSM processes.

Essential Criteria:

• Technical knowledge and/or experience in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.
• Ability to deliver high quality ICT support to clients, with an emphasis on managing workloads and prioritising tasks.
• Ability to identify and resolve ICT related problems within defined Service Level Agreements.
• Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships and enhance the provision of quality client service in a team environment.
• Sound oral and written communication skills to assist with the creation and/or maintenance of system documentation and work instructions.
• Demonstrated experience or the ability to quickly learn HaloPsa and ITIL Service Management processes

Qualifications:

• A driver’s licence (C class) would be highly desirable.
• A reliable vehicle.
• Participating in on-call arrangements may be a requirement of this position. Appropriate renumeration under the award will apply.
• Travel may be a requirement for this position as this position may be required to work at different sites.

About you

• You pride yourself and gain great satisfaction in providing amazing customer service, and care about the support you give to staff.
• You have excellent communication skills, and stakeholder management.
• You possess the ability to troubleshoot and investigate the root cause of an issue and take the necessary steps to minimise/remove the impact of it occurring again.
• You have the desire to bring innovation to the solution process, thinking creatively and critically to ensure the best possible outcomes.
• You take your commitments seriously and don’t let others down. You always follow through on your responsibilities.
• You are resilient and a self-starter. You are motivated to get things done.
• You are knowledgeable, while still being curious to learn and adapt quickly.
• You love working in a small, collaborative team that enjoys having fun and supporting each other.

Right to work in Australia. You must be an Australian Citizen or have a Visa that allows unrestricted work in Australia.

Criminal History Check. You will be required to provide a current clean Criminal History check or current clean police check with no disclosable outcomes competed within the last 6 months. Please note this is at your own cost.

How to apply.

Please provide an up-to-date resume along with a cover letter detailing your ability to meet our Skills & Experience requirements. You MUST provide a cover letter to be considered for this role.

Before we can consider you for this role and progress to the interview stage, can you please answer the following questions. Please include a cover letter detailing you answers to the following questions. (Note: any application that does not have a cover letter will be rejected).

1. Rights to work in Australia. Are you and Australian Citizen? If not what type Visa are you currently holding and what are the rights to work details.
2. Do you have a current open drivers licence with no restrictions?
3. Are you willing and able to obtain an Australian Criminal History Check or Police?
4. How many years experience have you had working in a level 2 or 3 support role?
5. Give an example of a customer's IT Support request you have resolved and explain in detail the process you used to do this? (using the START method.)
6. What ticketing systems have you had experience using?
7. Do you have any experience with VoIP telephone systems and if so what brands?
8. Are you able to work after hours and on weekends if required?
9. Why do you think you would be a good fit for this role?
10. Why are you leaving your current role?
11. Referees. please provide 2 referees that you have worked for in the past that we can contact.
12. Is one of these referees your current line manager? If not please tell us why.

Due to the high volume of applicants only shortlisted candidates will be contacted.