Senior Service Desk Consultant
Description
Salary: $75,000 – $85,000 per year
About us
HealthMetrics Pty Ltd is part of Evaran. We are a technology company purpose built to support the future of care through connected software, data and insight. Formed through the coming together of eCase, MOA Benchmarking, CareLineLive and Checked In Care, Evaran supports more than 1,100 providers and 170,000 care recipients across 2,100 locations in seven countries, including Australia, New Zealand, the United Kingdom and Europe. At the core of its offering is the Evaran platform, which brings together clinical, operational and governance capabilities across the care journey. With more than 20 years of experience across the group, Evaran is focused on building a more connected and integrated approach to care technology.
About the role
We're looking for a Senior Service Desk Consultant to join our Service Desk team. You'll be the subject matter expert for our residential aged care (RAC) and home and disability care (HDC) products, resolve complex customer issues on your own, and be the escalation point and mentor for our Service Desk Consultants.
What you'll be doing
Act as the subject matter expert for our residential aged care (RAC) and home and disability care (HDC) products
Manage and update Service Desk tickets in Zendesk
Investigate and resolve complex issues using SQL and server log analysis, including data corrections and bulk data changes
Raise detailed escalations to product and technical teams when issues need their input
Lead engagement with internal and external stakeholders on complex issues and requests
Act as the escalation point and mentor for our Service Desk Consultants
Support the Service Desk Team Leader and the product and implementation teams as needed
Write and maintain technical documentation and knowledge base articles
What you'll bring
Proven experience in a senior service desk or application support role
Strong SQL skills and experience analysing server logs to diagnose faults
Sound judgement on priorities and when to escalate
Clear written and verbal communication, with the confidence to lead conversations with customers and stakeholders
Experience mentoring or supporting service desk consultants
Experience writing technical documentation
Experience with care management software is highly regarded
Additional Information
The base salary range for this role is $75,000 to $85,000
Our office is located at 55 Collins St, Melbourne 3000
Applications will be accepted from October 28th to November 25th, 2026
Why join us?
Be part of a growing technology business making a genuine difference in the care sector, working across a supportive, collaborative team spanning multiple countries.
Health Metrics Pty Ltd (now part of Evaran) is an equal opportunity employer. We welcome applications from people of all backgrounds, ages, abilities and identities, and are committed to providing a fair and accessible recruitment process. If you require any adjustments to participate, please let us know.