Onsite Service Desk Analyst - It Support & Troubleshooting

Atturra; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

St Vincent's is seeking a Service Desk Analyst to join the Service Desk Team. You will provide first‑level technical phone and ticket support across computer systems, software and hardware, ensuring prompt resolution with a strong focus on customer service.

This permanent full‑time role is based in Sydney, Brisbane or Melbourne with a hybrid pattern: 3 days in the office, 2 days work from home, reporting to the Service Desk Team Leader.

Qualifications

• Provide first-level technical phone and ticket support to users.
• Diagnose hardware, software and network issues and guide resolution.
• Liaise with vendors to escalate tickets when required.
• Educate or coach users on appropriate actions.
• Install software remotely and perform basic admin tasks.

Responsibilities

• Provide outstanding technical support to users – respond to requests via phone, tickets & walk-up support.
• Diagnose and troubleshoot hardware, software, and network issues and guide resolution steps.
• Liaise with vendors to escalate tickets and review knowledge base articles.
• Assist and advise users and educate when necessary.
• Proactively track, manage and resolve requests within agreed service levels.
• Manage tasks in the service request queue and administer shared resources.

Skills

Customer service

Technical support

Education

Tertiary IT qualification

Job description

St Vincent’s – Service Desk Analyst (Permanent Full-Time)

St Vincent's has been a leader in Australia's health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia's most important medical breakthroughs. We are a microcosm of Australia’s health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.

We are looking for a special kind of person – a St Vincent’s kind of person. Someone who puts excellence, compassion, connection and caring for other people at the heart of everything they do.

We are actively sourcing an experienced Service Desk Analyst to join our Service Desk Team within St Vincent’s. Reporting to the Service Desk Team Leader, you will deliver prompt and effective resolution through the provision of first level technical phone and ticket support related to computer systems, software and hardware. With a true passion for customer service, you will be committed in providing high quality technical support across all areas of the organisation.

This is a Permanent Full-Time position based in any of our Group Head Offices in Sydney, Brisbane or Melbourne on a hybrid working arrangement – 3 days a week in office and 2 days working from home.

Key responsibilities of the role:

• Provide outstanding technical support to users – respond to incoming requests (via phone, tickets & walk‑up support) in an efficient and effective manner
• Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps
• Liaise with vendors to elevate tickets where required, research solutions, and regularly review and update knowledge base articles
• Assist and advise users on appropriate action and educate or coach where necessary
• Install software on user’s device remotely and perform any basic administration tasks such as password resets, account creations etc.
• Proactively track, manage, resolve and complete requests and incidents within agreed service levels and maintaining customer satisfaction
• Manage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframe
• Create and administer various shared network resources, provide permissions to software, drives and accounts and other general administrative needs

Things that work for us:

• Tertiary qualification with some experience in Information Technology or qualified by experience in this field
• Excellent written