Senior Service Delivery Analyst

at; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Not-for-profit healthcare organisation in South Australia is seeking a tech presence who takes ownership of incidents end-to-end, troubleshoots Microsoft 365 issues, and collaborates with clinicians and operational teams. The role involves supporting multiple sites in Adelaide and across South Australia, with hybrid flexibility and a focus on reliability and service improvement.

The 6-month fixed-term position aims to redefine how technology services are delivered, emphasizing visibility,

Responsibilities

• Own incidents through to resolution and coordinate with stakeholders.
• Provide Microsoft 365 troubleshooting, networking and Wi‑Fi support as part of the tech presence.
• Support multiple healthcare locations in Adelaide and SA as required, with hybrid flexibility.

Job description

You've probably reached the point where simply closing tickets isn't enough anymore.

You know how to solve technical issues and support users. What you're looking for now is more ownership. The opportunity to become a trusted technology presence, build relationships with stakeholders and see the impact of your work beyond a service desk queue.

You're already the person people rely on when things get difficult. This role gives you the opportunity to take broader ownership within an environment where reliable technology genuinely matters.

Why This Role Exists

A large national not-for-profit healthcare organisation is continuing to reshape how technology support is delivered across Australia.

The focus is moving toward a more accountable, visible and relationship-driven service model, with technology teams working closer to the clinicians, operational teams and stakeholders who depend on them every day.

This 6-month fixed-term position will provide an important technology presence across the organisation's South Australian healthcare environment.

The Role

You'll become a trusted point of contact for technology services while also supporting other healthcare locations across Adelaide and South Australia as required.

This isn't a role where you simply respond to tickets and move on.

You'll take ownership of incidents through to resolution, build relationships with local stakeholders, identify recurring issues, coordinate vendors and work with broader technology teams to maintain reliable services.

Your day could involve anything from executive and endpoint support through to Microsoft 365 troubleshooting, networking and Wi-Fi issues, infrastructure incidents, onboarding, escalations and service improvement.

Success will be measured by ownership, responsiveness, stakeholder trust and service outcomes.

This is a healthcare environment where technology reliability matters.

You'll work across an environment that includes:

• Microsoft 365 and Azure
• Networking, Wi-Fi, DNS and DHCP
• Endpoint and desktop support
• Incident and problem management
• Service improvement initiatives

There is hybrid flexibility, but this is not a work-from-home-first role.

Being visible and accessible to the people you support is an important part of the position. You'll regularly spend time within operational healthcare environments, building relationships and understanding what is happening on the ground.

What You'll Bring

• Experience supporting ICT environments within complex organisations
• Strong Level 2 troubleshooting and incident management capability
• Confidence taking technical issues through to resolution
• Exposure to Microsoft technologies, networking and infrastructure support
• Strong stakeholder and communication skills
• A genuine ownership mentality
• Comfort working autonomously while remaining highly collaborative
• ITIL knowledge and broader service delivery awareness
• Willingness to travel between healthcare sites when required

Healthcare experience would be beneficial, but it isn't essential.

More important is your ability to take ownership, communicate well and understand that sometimes the right response is simply to get involved and solve the problem.

This Role Is Not For You If...

You're looking for a pure Level 3 engineering position, want to avoid end-user engagement, prefer project work only or require a heavily work-from-home environment.

This role suits someone who enjoys being visible, building relationships, solving problems and taking responsibility for the technology experience of the people they support.