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Service Desk Technician

Date: 16-Jun-2022

Location: Melbourne, VIC, AU, 3000

Company: Australian Unity

  • Hybrid work model
  • Level 1 IT support and customer service 
  • Real Wellbeing starts here


What makes us, us


Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we’ve grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community. 


We support your Real Wellbeing so you can better support our members’ and customers’ wellbeing journey


There are four key attributes that set us apart:


  • Good people: We strive to set ourselves apart through the capability, warmth and expertise of our people.
  • Wellbeing experts: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
  • Long-term commitment: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
  • Driving positive impact: Everything we do is focused on making a positive difference at a personal, community and societal level. These pillars are infused with our values of bold, warm and honest


The position


To provide a truly exceptional, customer focused technology service for Australian Unity staff with a specific focus on understanding customer needs and finding fast and effective solutions for them. You will be a team player who delights in helping our staff and customers to thrive.


  • Support and fulfil requests (incidents, problems, requests, tasks, etc.) via incoming engagement channels (Phone, email, portal etc.). 
  • Be the voice of the Customer in technology interactions. Consider their needs, capabilities and constraints and represent them back into Technology
  • Take ownership of all phases of case lifecycle, ensuring status and resolution (including timely progress updates) are communicated to the customer
  • Drive increased Customer Satisfaction through excellent communication and delivery skills
  • Refer issues that cannot be resolved at the Desk to level 2 or 3 support, taking accountability for the hand-over and remaining engaged to ensure timely resolution
  • Suggest new ways to improve the customer experience
  • Do not value speed or volume over quality. Every customer interaction counts

About you


We are searching for a professional who will join us in striving to live our values of bold, warm and honest, in everything we do.


Your expertise and qualifications will include:

  • Similar experience in IT Level support roles, with at least 1-2 years IT Service Desk Support experience.
  • Excellent phone manner and face to face customer service skills.
  • Clear written and verbal communication skills
  • Experience in supporting Windows (Win 7 & 10) desktop operating systems in an Active Directory Environment.
  • Experience providing support in a wide range Microsoft Office products
  • A practical understanding of the ITIL framework with foundation certification is desirable
  • Demonstrates an interest in technology trends




Our people make a real difference in the wellbeing of customers and members every day. Our ambition to be the most trusted wellbeing company in Australia therefore means that wellbeing starts with our people. Our credentials in wellbeing stretch back more than 180 years.


To ensure the safety and wellbeing of our people, customers and community, Australian Unity requires that all employees and contractors must be fully vaccinated against COVID-19 by no later than 31 December 2021 as a condition of entry of any Australian Unity workplace. In order to progress your application, you will need to provide evidence of your COVID-19 vaccination status, proof of booking for the COVID-19 vaccination, or medical exemption certificate from a registered medical practitioner. Thank you for your understanding.


Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.

Should an applicant be the preferred candidate, background checks (including police checks, reference checks, ASIC banned and disqualified persons and bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates; however, will be assessed against the inherent requirements of the job.


For a discussion in confidence about this opportunity, please contact Jess Hallawell, Talent Specialist,