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Service Delivery Support Officer

Apply now Job no: 496665
Work type: Full time
Location: Perth CBD, Inner & Western Suburbs
Categories: Service Delivery Support Officer

Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career. 

Our Benefits

  • Competitive rates
  • Salary packaging benefits up to $18,550
  • School holidays childcare assistance
  • Continued superannuation contribution for employees who are on paid on unpaid parental leave
  • Health and wellbeing programs and more! 
  • Ongoing training and development to keep your skills growing.
  • Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference!


The Role

Reporting to the Service Delivery Support Specialist will manage and triage 1st and 2nd level incidents and requests as they occur, driving the resolution of problems over the longer term.

The Service Delivery Support Officer plays an active role in advancing Amana Living’s mission and supporting the organisation’s values. This role is offered on a permanent full-time in Subiaco Head Office.

Key responsibilities:

  • Manage and support key operational services
  • Monitor, track, and provide timely resolutions to incidents /questions with a varying degree of complexity
  • Manage individual and Teamwork queues
  • Timely escalation of unresolved problems to escalation support 
  • Provide and maintain a consistent contact point for matters related to your assigned services, providing information and assistance internally and externally via Manage Engine
  • Service the transition of new staff as they are on-boarded or additional services are added or removed
  • Ensure transfer of knowledge to other staff to ensure systems are understood
  • Track and co-ordinate IT related issues and open ticket logs via Manage Engine as we work towards their resolution
  • Assist the Systems & Infrastructure Team where necessary to maintain a stable computing environment
  • Assist in overseeing and facilitating the deployment of products aligned to the area of remit
  • Work with partners and SMEs to ensure required input is injected into deployments
  • Participate in reviewing changes, schedules, and impacts
  • Assist in maintaining and managing Amana Living Asset register for the Service delivery team.
  • Handle communication of outages and changes to staff and third parties


About you

  • 2 years of previous experience in a similar IT support role
  • Experience in managing Microsoft Windows server environments including Active Directory
  • Excellent knowledge and experience in supporting Windows desktop environments including Microsoft Office 365, Microsoft Autopilot, and Microsoft Intune
  • ITIL Qualified (v3 Foundations or Higher) or experience working with ITIL processes
  • IT Degree (Computer Science) or related discipline or working towards
  • Experience with Citrix and/or Terminal Services

Essential Criteria:

  • Evidence of COVID-19 and Current Flu vaccinations per Amana Living policies
  • Ability to obtain a National Police Clearance (within 6-months validity)
  • Successful completion of pre-employment form and reference checks

How to apply

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.

Advertised: W. Australia Standard Time
Applications close:
Position Description

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