Hybrid Service Desk Analyst - Windows & IT Support Pro

St Vincent's Health Australia; Queensland; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

St Vincent’s Health Australia is seeking an experienced Service Desk Analyst to join our Service Desk Teams in Queensland. You will provide prompt, first level technical support by phone and via ticketing systems for computer hardware, software and associated services.

Reporting to the Service Desk Team Leader, you’ll diagnose issues, guide users through resolutions, and escalate where required while maintaining strong customer service and knowledge sharing across the organisation.

Qualifications

• Tertiary IT qualification or equivalent experience.
• Excellent written and verbal communication with attention to detail.
• Strong troubleshooting across Windows, networking and hardware.
• Experience with Microsoft 365 and cloud services.
• Familiarity with remote management and ticket systems.
• Healthcare environment experience preferred.
• ITIL v4 certification desirable.

Responsibilities

• Provide first level technical phone and ticket support.
• Diagnose and troubleshoot hardware, software, and network issues.
• Escalate to vendors and update knowledge base.
• Install software remotely and perform basic admin tasks.
• Manage service requests and incidents within SLAs.
• Educate and advise users on appropriate actions.

Skills

customer service

problem solving

communication skills

windows os

o365

remote support

ticket management tools

network troubleshooting

team collaboration

healthcare environment

Education

Tertiary qualification in Information Technology

Tools

Remote desktop services

O365 admin tools

Knowledge base tools

ITIL v4 (desirable)

Ticketing system

Job description

St Vincent’s Health Australia is seeking an experienced Service Desk Analyst to join our Service Desk Teams in Queensland. You will provide prompt, first level technical support by phone and via ticketing systems for computer hardware, software and associated services.

Reporting to the Service Desk Team Leader, you’ll diagnose issues, guide users through resolutions, and escalate where required while maintaining strong customer service and knowledge sharing across the organisation.