Telstra Health – Aged and Disability

The Aged & Disability Division of Telstra Health is committed to providing high quality software solutions to the Aged & Disability care market. Our products include clinical, medication management and administration systems for the residential aged care setting, and home/disability care systems and mobile apps for the community care sector.

The Role

The main role of the Service Desk Consultant is for providing first level support to the Australian client base that operates the Telstra Health/iCareHealth Clinical Care, Medication Management & Resident Manager Software. Areas of responsibility include but not limited to:

• Provide phone, email and remote support for clients who have level 1 support and general product queries.
• Logging calls with and liaising with various other Telstra Health/iCareHealth team members.
• Manage all incidents and requests in our call management system.
• Follow through on escalated cases, chasing for responses where required.
• Communicate case status and progress back to end user in a timely manner.
• Call clients and respond to emails with appropriate and accurate solutions within agreed service level.
• Troubleshoot Level 1 Support issues.
• Engage in weekly, fortnightly or monthly meetings with clients.

What You’ll Bring

• Experience in Client Support or helpdesk within IT environment required
• Experience with Case Management system
• Experience in technology/development environment
• Customer Service skills an asset in call centre/helpdesk environment
• Effective interpersonal skills
• Process driven with strong and organisational capabilities
• Experience in Health, Aged Care and Community Care or Nursing Sector

Benefits of a career at Telstra Health include:

• Free Telstra mobile phone and plan for eligible employees
• Multiple leave options including paid parental, annual, sick, and COVID-19 Pandemic Leave
• Purchase leave options
• Flexible Work Policy that includes flexible hours and work from home options
• Free 24/7 professional and confidential support for you and your family via Benestar
• 25% discount on Telstra services including home broadband and post-paid mobiles
• 1 paid volunteer day
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
• A diverse and supportive environment where you can bring your whole self to work
• Employee representative groups to support diverse employees
• Career development and growth with ongoing free learning courses

To be part of something meaningful and impact lives across Australia, apply for a role with us today.

To ensure the safety and well-being of our people and customers, this role may require the successful candidate to be vaccinated against Covid-19. However, please speak to us if you have any questions about this based on your individual circumstances.