HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care2. We believe in technology as an enabler3. We’re driven by helping customers attain better outcomesThis position is part of the Mable team. About MableMable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them. With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year. By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.To find out more, visit https://mable.com.au/About the roleThe IT Helpdesk & Support role keeps the people behind Mable and HomeMade productive, secure and connected, while helping transform how IT support is delivered across our brands. Alongside providing responsive Level 1 and 2 support, you’ll help the team pursue three goals: eliminating issues through proactive maintenance and self-service; automating routine service requests such as onboarding, offboarding, and access changes; and using AI to increase our capacity for planned project work and initiatives.
Key Responsibilities:
Take ownership of support requests from start to finish for staff across Mable and HomeMade, whether in person or remotely, ensuring each is resolved efficiently and effectively.
Troubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed.
Administer and support our core SaaS and collaboration platforms, including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.
Support telephony and contact centre services (Zoom Contact Center), including user setup, basic queue and configuration changes.
Support information security controls by maintaining accurate access and asset records, participating in periodic access reviews, following team procedures, and promoting good security practices with staff.
Keep laptops and devices up to date, patched and protected through endpoint management, so issues are prevented before they reach staff.
Participate in incident management, problem resolution and root cause analysis, with a focus on fixing underlying causes rather than symptoms.
Create and maintain knowledge base articles and self-help content that let staff resolve common issues themselves.
Use incident trends to identify recurring issues and recommend permanent fixes.
Manage the identity and access lifecycle (onboarding, offboarding and access changes), and help design, build and maintain automated workflows that fulfil these requests with minimal manual effort.
Manage the IT asset lifecycle (provisioning, refresh and retirement), using automation to keep asset records accurate and processes consistent.
Streamline software and application deployment through automated, policy-based delivery.
Document procedures for both manual and automated processes so they’re repeatable and auditable.
Use AI tools to speed up troubleshooting, documentation, scripting and analysis, increasing the team’s capacity for planned project work.
Identify opportunities to apply AI and automation to support processes, and help test and adopt new tooling.
Participate in planning, executing and delivering key projects and initiatives as needed.