It Service Desk Analyst

Mercy Aged And Community Care Ltd; Melbourne; On-site; AUD 65,000 - 79,000; Full time

Job summary

Mercy Health is seeking a Service Desk Analyst to join the Technology Support Group in Melbourne area. You will provide first-line IT support by phone and onsite to Mercy Health staff and facilities, helping resolve incidents and service requests across multiple sites.

Working with clinical and business teams, you’ll contribute to a fast-paced IT service environment, using ServiceNow or similar ITSM tools, and applying ITIL best practices. On-site presence at the Richmond location is required.

Qualifications

• Minimum 1 year in an IT Service Desk or technical support role.
• Experience delivering remote and onsite technical support across multiple sites.
• Familiar with ITSM tools; ServiceNow is highly regarded.
• Strong written and verbal communication for non-technical users.
• Awareness of ITIL; ITIL Foundation desirable.
• Healthcare IT experience desirable.

Responsibilities

• Provide first-line phone-based and onsite IT support for Mercy Health staff.
• Collaborate with clinical and business teams to resolve issues.
• Maintain ticketing records and ensure timely resolution.
• Support across Mercy Health facilities and systems.

Skills

Strong communication

IT Service Desk experience

Remote/onsite support

Customer service

ITSM tools (ServiceNow)

ITIL knowledge

Healthcare IT experience

Tools

ServiceNow

Job description

Employment Type: Permanent full time

Hours: 38hr

Salary: $72k + package

Location: Support Services Office, Richmond

Upload with Application: Resume, cover letter, and all relevant qualifications

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we’re on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

The Service Desk Analyst is a member of the Technology Support Group and part of a team of Service Desk Analysts responsible for providing 1st level phone-based and onsite information technology support for Mercy Health staff and facilities. The Technology Support Group is a customer focused team that is required to work closely with both clinical and business support teams to ensure the best possible outcomes for Mercy Health staff, clients, patients, and residents. The Technology Support Group at Mercy Health supports a wide range of information technology services, applications, equipment and infrastructure throughout Mercy Health facilities.

What you’ll bring

• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• A minimum of 1 years’ experience in an IT Service Desk, technical support or customer-facing technology role.
• Exposure to providing remote and/or in person technology support, ideally in a multi-site environment.
• Demonstrated experience in a fast-paced customer service or customer support environment.
• Working knowledge of an IT Service Management (ITSM) ticketing tool – experience with ServiceNow highly regarded.
• Awareness of ITIL service management principles; ITIL Foundation certification desirable.
• Previous experience in a Healthcare IT environment is desirable but not essential.

You will also be required to provide evidence of, or in the process of obtaining:

• A current Police Record Check

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.