On‑Site Healthcare IT Service Desk Specialist

Epworth; Melbourne; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Salary packaging up to $15,900 pre-tax

Educational scholarship program

Additional four weeks of leave

Health service discounts

Zusammenfassung

Epworth HealthCare in Melbourne seeks an on-site IT Service Desk Analyst to ensure high‑touch technical support for doctors, staff and students across multiple sites. You will resolve incidents, manage requests, and uphold ITIL practices to keep clinical workflows running smoothly.

The role focuses on rapid, professional support, proactive issue resolution, and strong stakeholder relationships to deliver safe patient care and minimal disruption to surgeries and consultations.

Qualifikationen

• Relevant IT qualification, certificate or equivalent industry experience.
• Experience providing technical support in a service desk or customer-facing IT environment.
• Proven experience in first- and/or second-level IT support, including incident and request management.
• Experience supporting end users across multiple channels (phone, portal, email, walk-ins).
• Demonstrated ability to troubleshoot hardware, software.
• Strong customer-service mindset with a proactive, solutions-focused approach.
• Ability to build positive relationships with clinicians and stakeholders.
• Commitment to confidentiality, integrity, and safe handling of sensitive information.
• Adaptability, resilience, and willingness to learn in a dynamic environment.

Aufgaben

• Providing first- and second-level technical support for end users, resolving incidents and service requests in line with SLAs via all channels.
• Troubleshooting hardware, software, network, and access issues, ensuring clear communication and timely follow-through.
• Ensuring data accuracy, process compliance, and consistent use of ITIL-aligned practices (category, priority, notes, updates).
• Escalating complex issues to resolver groups with complete troubleshooting information.
• Ensuring critical incidents are escalated and managed per Major Incident process.
• Escalating issues to appropriate resolver groups with complete troubleshooting information.
• Demonstrated ability to troubleshoot hardware, software.
• Strong customer-service mindset with a proactive, solutions-focused approach.

Kenntnisse

Customer service mindset

ITIL practices

Incident management

Multi-channel support

Hardware troubleshooting

Software troubleshooting

Relationship building

Adaptability

Ausbildung

Certificate III/IV in IT

Diploma in IT

Jobbeschreibung

Epworth HealthCare in Melbourne seeks an on-site IT Service Desk Analyst to ensure high‑touch technical support for doctors, staff and students across multiple sites. You will resolve incidents, manage requests, and uphold ITIL practices to keep clinical workflows running smoothly.

The role focuses on rapid, professional support, proactive issue resolution, and strong stakeholder relationships to deliver safe patient care and minimal disruption to surgeries and consultations.