Hybrid IT Service Desk Analyst | Rapid, Patient-Focused

Job Q; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Salary packaging options

Discounted private health insurance

Employee Assistance Program

Fitness Passport

Job summary

St Vincent's is seeking an experienced Service Desk Analyst to provide first-level technical support across Windows, O365 and cloud systems. You will diagnose issues, guide users through resolutions, and escalate where needed in a high‑quality, patient‑focused environment.

Based in Melbourne with a hybrid 3 days in office and 2 days remote, you will manage tickets, update knowledge bases, and ensure SLAs are met while collaborating with vendors and IT teams to support a large health and aged

Qualifications

• Tertiary qualification in IT or equivalent experience.
• Excellent written and verbal communication with strong problem-solving skills.
• Proficient with Windows OS, O365, remote management and ticket management tools.
• ITIL v4 certification desirable.
• Healthcare or large-scale environment experience is a plus.

Responsibilities

• Provide outstanding technical support to users via phone, tickets and walk-up support.
• Diagnose and troubleshoot hardware, software, and network issues; guide users through resolutions.
• Escalate and liaise with vendors, research solutions, and update knowledge base articles.
• Install software remotely and perform basic admin tasks like password resets and account creation.
• Proactively track, manage and complete requests within service levels.
• Create and administer shared network resources, manage permissions and general admin tasks.

Skills

Windows OS

Remote Desktop

Networking

Hardware troubleshooting

Microsoft 365 / O365

Cloud systems

Customer service

Education

Tertiary IT qualification or equivalent

Tools

ITIL v4 (desirable)

Job description

St Vincent's is seeking an experienced Service Desk Analyst to provide first-level technical support across Windows, O365 and cloud systems. You will diagnose issues, guide users through resolutions, and escalate where needed in a high‑quality, patient‑focused environment.

Based in Melbourne with a hybrid 3 days in office and 2 days remote, you will manage tickets, update knowledge bases, and ensure SLAs are met while collaborating with vendors and IT teams to support a large health and aged