Service Delivery Manager

• Full Time Permanent Position
• Work from Home and Head Office
• Family owned and operated for over 40 years

Company
Arcare is a proudly family-owned aged care business that now has over 50 residences throughout Victoria, Queensland and New South Wales. Arcare has a relationship focused approach that ensures that the relationships between clients, employees, volunteers, and family members are valued.  This approach has been praised and celebrated by leading aged care experts as being at the forefront of elder care globally.

About the Role

Reporting to the Service Delivery Manager, this role is responsible for the effective support of all IT functions across the Knowles Group and Arcare organisations in addition to the support of internal and external IT resources. A major component of the role will also include onsite installation and configuration of communications equipment as well as addressing IT issues that cannot be resolved over the Helpdesk.

Responsibilities

Key areas of responsibility include:

• Helpdesk and Onsite support of Arcare and the Knowles Group IT user base.
• Triage and prioritise IT requests using the ITSM Tool and ensure IT Support is delivered to the defined SLA in accordance with best practice ITIL framework.
• Ensure telephone and email enquiries and service requests in relation to IT issues are appropriately and professionally handled, within the business SLA.
• Coordinate with the IT Infrastructure Team to install and configure equipment onsite.
• Participate in IT project activities where applicable, such as the rollout of new hardware and IT equipment.
• Maintain documentation and solutions knowledgebase.
• Build and maintain effective and productive working relationships with colleagues, key stakeholders, vendors and suppliers, support the company’s mission and business objectives.

Skills and Experience

• Demonstrated IT knowledge and minimum 2 years’ experience in an IT support position, preferably in the aged care sector. 
• Working knowledge of Windows based systems, with experience in the maintenance and support of various hardware.
• At least 2 years IT support experience using and supporting the Microsoft 365 Suite, Active Directory, Windows devices and printers.
• Excellent understanding of computing hardware and strong problem-solving skills with the ability to quickly and methodically troubleshoot IT issues.
• Excellent understanding of the ITIL framework.
• Excellent customer service skills.
• Ability to quickly establish, build and maintain relationships with internal and external customers and vendors.
• The ability to learn quickly and pick up new technologies.
• Be flexible and adapt quickly to a changing environment.
• Good teamwork and efficient communication skills.

Culture

Arcare is a family-owned business therefore open and respectful relationships is the most important thing that we do. We believe that through sharing our stories and ourselves we are able to recognise and celebrate the uniqueness of every person. Arcare is also very committed to nurturing people, new ideas and personal growth by remaining flexible and open to possibilities.

Benefits

• Supportive, friendly and caring organisation
• Family-owned business
• Training plan & educational opportunities
• Senses Framework to ensure staff are supported in personally meaningful goals
• Novated lease available 

APPLY

If you believe you have the skills, values and expertise to deliver the role of Business Systems Support please go to https://careers.arcare.com.au/corporate to apply.

All applicants are required to undergo a NDIS Check and provide evidence of right to work in Australia.

All successful applicants will be required to be fully vaccinated against Covid as an inherent requirement of the role.