It Support Analyst

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Introduction:
Join a vibrant team delivering IT services across various departments.
Provide efficient resolution & exceptional service to end-users.
Grow your skills in a supportive culture committed to continuous improvement.

Join Kalyra as an IT Support Analyst, delivering technical support services across various departments."

About Kalyra

Kalyra has been supporting South Australians for 130 years! We take pride in delivering outstanding service and care through Residential Aged Care, In-Home Support, Retirement Living and Affordable Housing. When you join Kalyra, you join a team that makes having a career in Aged Care fun, inspiring, and rewarding – it’s different here!

What drives us? Our values – caring, commitment, strengths, community, enabling.

Description:
Role Overview

The IT Support Analyst role at Kalyra is a pivotal position responsible for delivering IT technical support services across multiple sites. Reporting directly to the General Manager, Information and Digital Services, you will be at the forefront of ensuring smooth operations across various departments including Residential Aged Care, Help at Home, Neighbourhood Living, and Corporate Services. This role demands a strong customer service orientation, proactive problem-solving skills, a, and the ability to collaborate effectively with a variety of stakeholders.

Key Responsibilities

Provide comprehensive infrastructure and end user device support to staff and residents.
Act swiftly to resolve incidents accurately and efficiently.
Troubleshoot and escalate issues promptly to ensure timely resolution.
Maintain the efficiency and effectiveness of core business systems.
Collaborate with vendors to improve systems and processes through upgrades and maintenance.
Manage the implementation of new processes aligned with application/equipment updates.
Ensure the security and integrity of systems is upheld.
Liaise effectively with key stakeholders to ensure seamless interoperability between solutions.
Attend relevant meetings associated with IT operations, projects, and improvements.
Develop and update IT documentation and procedures related to systems changes.
Adhere to all IT procedures and standards.
Engage in mandatory training and personal development to enhance performance and teamwork.

Skills and Experiences:
About the Person

The ideal candidate possesses a minimum of 3 years of IT level 2 support experience in a complex environment, coupled with proficiency in service desk applications and support procedures. Demonstrated strong customer service skills are essential, along with comprehensive knowledge and experience in the installation, support, maintenance, and problem resolution of hardware, software and telephony systems. Experience utilising M365 productivity tools is required, as well as excellent verbal and written communication abilities. The candidate should have a proven track record of effectively supporting and coaching users in the use of IT solutions, demonstrating a high level of organisational ability, attention to detail, and the capacity to manage tight deadlines and competing priorities. Furthermore, the ability to engage stakeholders effectively, maintain positive relationships, and a commitment to continuous improvement aligned with business values are essential attributes for this role.

Apart from this, we ask that you have the following:
Current SA Driver’s license and reliable vehicle
National Police Check or willingness to obtain one
Influenza vaccination

For more information, please contact Nicole Fishers at Nicole.fishers@kalyra.org.au