Hybrid Service Desk Analyst - Customer-Focused IT Support

St Vincent's Private Hospital Toowoomba; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary packaging options

Discounted private health insurance

Employee Assistance Program for staff

Fitness Passport access

Job summary

St Vincent's is seeking a Service Desk Analyst to join the Service Desk Team. You will deliver first-level IT support across our organisation, handling phone, email, and in-person requests with a focus on excellent customer service.

The role is permanent full-time with a hybrid work pattern (3 days in office, 2 days remote) based in Sydney, Brisbane or Melbourne. Relevant IT experience in healthcare or large-scale settings is valued.

Qualifications

• Tertiary qualification in Information Technology or equivalent experience.
• Excellent written and verbal communication skills with strong problem solving abilities.
• Experience with Windows operating systems, remote desktop, networking and cloud services (Office 365).
• Knowledge of ITIL v4 is desirable.
• Healthcare or large-scale environment experience is a plus.

Responsibilities

• Provide outstanding technical support to users via phone, tickets, and in-person.
• Diagnose and troubleshoot hardware, software, and network issues and guide users through resolutions.
• Escalate tickets to vendors when required and maintain knowledge base articles.
• Educate and assist users on appropriate actions and preventive measures.
• Remotely install software and perform basic admin tasks (password resets, account creation).
• Track and manage requests within service levels and maintain customer satisfaction.
• Manage service queue and triage incidents promptly.
• Create and manage shared resources, permissions, drives, and accounts.

Skills

Customer service focus

Communication skills

Troubleshooting

Windows OS

Office 365 / Cloud experience

Education

Tertiary qualification in Information Technology

ITIL v4 Certification – desirable

Tools

Remote desktop services

Networking basics

Job description

St Vincent's is seeking a Service Desk Analyst to join the Service Desk Team. You will deliver first-level IT support across our organisation, handling phone, email, and in-person requests with a focus on excellent customer service.

The role is permanent full-time with a hybrid work pattern (3 days in office, 2 days remote) based in Sydney, Brisbane or Melbourne. Relevant IT experience in healthcare or large-scale settings is valued.