$80k - $90k + Super
Please read carefully to the must haves for this role below before applying
- Must already be based in Perth, WA with full working rights
- This is a full-time work from home role, there is no need to go into an office.
- Must have clear communication skills in English, both spoken and written
- 5 working days per week out of 7, including weekend work.
- Two shift patterns below.
Saturday - Sunday: 8am to 4.30pm or 1.30pm to 10pm (Local Time)
Pair 1 Roster Saturday to Wednesday
Pair 2 Roster Thursday to Monday
Position Summary
The IT Service Desk Engineer provides first and second level, remote technical support to clinical and administrative staff across the companies locations. This role is critical in ensuring the continuity of users by maintaining
reliable access to systems, and other technologies. The successful candidate will serve as the initial point of contact for IT-related issues and works collaboratively with technical teams to resolve incidents efficiently and compassionately.
Key Responsibilities
- Respond to IT support incidents & requests from internal staff, administrative staff, and teams via phone, email, or ticketing system.
- Troubleshoot and resolve issues related to clinical applications and standard IT infrastructure.
- Log and manage incidents and service requests in the ITSM system, ensuring accurate documentation and timely resolution.
- Escalate unresolved issues to second-level support or application specialists as needed.
- Support user access management including Active Directory, role-based access controls, and identity
- verification.
- Assist with onboarding and off boarding of staff, ensuring timely provisioning of accounts and devices.
- Provide remote support across multiple sites as required.
- Contribute to knowledge base articles and user guides tailored for all environments.
- Participate in IT projects and system upgrades with minimal disruption to end users.
Skills & Experience
Soft Skills
- Exceptional interpersonal and written communication skills
- Analytical thinking, continuous improvement mindset, and good emotional intelligence
- Comfortable making decisions and acting under pressure
- Certificate or Diploma in Information Technology or related field.
- Knowledge of Windows OS, Microsoft 365 apps, and endpoint troubleshooting
- Experience with ITSM tools (e.g., ServiceNow, Jira) and remote support platforms.
- Excellent communication and interpersonal skills, with a focus on empathy and discretion.
- Ability to work under pressure and prioritise critical issues.
- Familiarity with remote support tools and asset management platforms
- Understanding of Active Directory, identity management, and device lifecycle processes
- Understanding of healthcare data privacy and cybersecurity principles.
- Experience administering or supporting ITSM platforms (e.g., Halo, Jira Service Management)
CVs to chloe.fearn@pra.com.au and follow with a phone call 0483 967 570
