Senior Service Delivery Analyst

Xceltium; Adelaide; On-site; AUD 70,000 - 90,000; Full time

Job summary

Xceltium in Adelaide, SA, seeks an ICT professional to own incidents from detection to resolution and to support Microsoft 365, networking and endpoint issues across South Australia. You’ll build strong relationships with clinicians and operations, ensuring reliable technology services in a healthcare environment.

This 6‑month fixed‑term role emphasizes ownership, visibility and problem solving, with some travel to sites as required.

Qualifications

• Experience supporting ICT environments within complex organisations.
• Strong Level 2 troubleshooting and incident management capability.
• Exposure to Microsoft technologies, networking and infrastructure support.
• Strong stakeholder and communication skills.
• 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.
• Ownership‑minded, proactive problem solving and clear communication.

Responsibilities

• Take ownership of incidents through to resolution.
• Coordinate vendors and work with broader technology teams.
• Provide executive and endpoint support as needed.
• Troubleshoot Microsoft 365 and networking/Wi‑Fi issues.
• Handle infrastructure incidents and onboarding.
• Participate in service improvement initiatives.
• Engage with stakeholders and maintain reliable services.

Skills

Incident management

Troubleshooting

Microsoft technologies

Networking

Infrastructure support

Stakeholder communication

ITIL

Ownership mentality

Autonomous work

Travel between sites

Tools

Microsoft 365

Azure

DNS/DHCP

Endpoint support

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.

Maybe you're a Senior Service Desk Analyst, Site Support Engineer, Field Services Engineer, Desktop Support Engineer, MSP Engineer or Healthcare Support Specialist.

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.

Environment & Context

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 Vendor coordination Service improvement initiatives ITIL-aligned service delivery practices

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.

The 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.