Digital Customer Support Officer

About Us:

At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and Tasmania, our 5,000staff and 600volunteer staff are committed to high quality services and care.

Uniting AgeWell provide a workplace culture based on theBEST philosophy -Believe, Excel, Support and Trust- underpinned by our values ofKindness, Respect, Integrity, Innovation and Inclusion, and our customer service charter and promise that shape and inform all that we do. More information can be found on the Uniting AgeWell website -

Why choose Uniting AgeWell:

• Be a part of a values based organization
• Join one of Victoria's leading aged care providers in one of the fastest growing industries
• Work in your local community and make a difference to the lives of our residents and clients
• Career pathways, education and training opportunities
• Benefits, including salary packaging

About the role:

We currently have twoopportunities to join our dedicated Service Desk Team:

• 3-month fixed term full-time contract
• Casual role across our weekdays and weekends

Based at our Head Office in Wesley Place, Melbourne, we are seeking Service Desk Support Officers to join our team. Operating across a 7-day service from 8:00am to 10:00pm, this role provides flexible opportunities to support our Service Desk team across weekdays, evenings and weekends. This role will provide critical weekday and weekend support for our team, and the ability to pick up shifts on the weekend is critical to our operations.

As aDigital Customer Support Officer, you will ensure that tickets and calls coming into the Service Desk are dealt with in a timely and efficient manner. The Digital Customer Care Support Officer is ultimately responsible for building authentic relationships with Uniting AgeWell staff and supporting staff with the resolution of issues being raised. This role will work in an ITIL environment to ensure all departments and external vendors within Digital Technology work together to deliver the best outcome for Uniting AgeWell.

The Digital Support Officer assists in the administration of the LAN and WAN including data management, communications, security and printing facilities. The role provides onsite maintenance and support as needed, however utilising a centralized telephone and intranet portal system this role provides most support via the phone.

You will play an active role within the Uniting AgeWell team, participating in building a community based culture that fosters a spirit of the BEST way of life, supporting our people to be their best, give their best and help our community to live their best.

About you:

You are passionate about what you do and want to make a difference in the lives of our residents and clients, enhancing their self-esteem and empowering them to make choices.

This is the place for you if you have:

• IT expertise: Experience in PC Hardware configuration, LAN, PC operating systems and desktop software support. Knowledge and experience in a broad range of PC applications including MS Office Suite, Microsoft Exchange, Windows 10/11.
• Experience in administration of a LAN environment. Experience in security administration utilising Active Directory and Group Policy.
• Stakeholder management: identifies common issues for multiple stakeholders; responds to complex situations in ways that build mutually beneficial partnerships; uses influencing and negotiation skills, and provides compelling support for strategies and projects, in order to ensure agreement and ownership.
• Client service delivery: provides outstanding levels of service, within the organisational context, to clients or stakeholders; demonstrates high accountability and responsiveness to service issues that arise; manages risks to service delivery.
• Are committed to being part of a workplace culture based on the BESTway of life (Believe, Excel, Support and Trust)

Essentials for working in Aged Care:

• A current Working With Children Check card / Vulnerable People card
• Current and ongoing flu vaccinations
• Australian working rights
• Ability to pass a national police clearance and NDIS Clearance

Aboriginal and Torres Strait Islander peoples are encouraged to apply for this role.

You can access the position description here: Digital Customer Support Officer PD.pdf

For more information please contact the Recruitment Team at . Please note the position and location.

Only shortlisted candidates will be contacted. We look forward to hearing from you!