Senior Service Delivery Analyst

Calvary Care; Adelaide; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

NFP salary packaging

Discounted health insurance

Gym memberships

Job summary

Calvary Care in Adelaide is seeking a Senior Service Delivery Analyst to provide advanced technical support and site ownership across multiple facilities. You will be the first point of contact for Technology Support onsite, visiting sites regularly and building trusted relationships with clinical and operational staff to ensure technology services support safe care delivery.

The role requires hands-on IT support with strong customer service, on-call availability, and occasional interstate

Qualifications

• 5+ years of end user L1/L2 technology support in complex environments.
• Strong customer service focus with excellent stakeholder engagement skills.
• Hands-on experience with Microsoft AD, Exchange, 365, Intune, Citrix, and desktop hardware.

Responsibilities

• Act as primary Technology contact for assigned sites with regular onsite visits.
• Build trusted relationships with site staff and stakeholders.
• Minimise disruption to clinical and operational services.
• Handle complex/high impact calls and assist SDAs with real-time support.
• Manage high priority and ageing tickets and support backlog reduction.

Skills

5+ years end user L1/L2 support

Strong customer service focus

Excellent stakeholder engagement

Education

Bachelor's degree or certifications in IT

ITIL or PMP certification desirable

Tools

Active Directory

Exchange/Exchange Online

Microsoft 365

Intune

Citrix/remote access

Job description

Senior Service Delivery Analyst

• Progress with purpose at one of Australia's largest health care providers


• Get ahead with salary packaging, benefits and professional development in a supportive team environment


• Permanent full-time opportunity


• Fully onsite role with regular travel to sites


• Location: Adelaide

About the role

The Senior Service Delivery Analyst provides advanced technical support and site ownership, ensuring stable and reliable Technology environments across assigned facilities.

This is a customer focused, onsite role. You will be the face of Technology Support for your sites, visiting them regularly, building trusted relationships with clinical and operational staff, and making sure Technology services support safe and effective care delivery.

Your main duties will include:

• Act as the primary Technology contact for assigned sites, including regular onsite visits


• Build strong, trusted relationships with site staff and stakeholders


• Minimise disruption to clinical and operational services


• Handle complex and high impact calls and assist SDAs with real time support


• Manage high priority and ageing tickets


• Support backlog reduction and service continuity


• Identify recurring issues and root causes


• Contribute to service improvement initiatives


• Deploy, move and set up Technology equipment onsite, including manual lifting


• Provide guidance and support to others within Service Delivery


• Support a collaborative and high performing team environment


• Participate in the on call roster and provide support for critical incidents

About you

• 5+ years of end user L1 and L2 Technology support experience within complex environments


• Hands on experience with the following technologies:
  
  
  • Microsoft Active Directory
  
  
  • Microsoft Exchange and Exchange Online
  
  
  • Microsoft 365
  
  
  • Microsoft Intune
  
  
  • Citrix and remote access
  
  
  • Desktop technologies, including Chrome and Edge browsers, Microsoft Office, email clients, and printers and scanners
  
  
  • End user hardware, including desktops, laptops and mobile devices
  
  


• Strong technical troubleshooting skills


• Ability to manage escalated incidents


• Experience working with external support vendors


• A strong customer service focus, with excellent stakeholder engagement skills


• Strong written and verbal communication skills


• Strong time management skills and the ability to work with minimal supervision


• Proven ability to transfer skills and knowledge to end users


• Understanding of ITIL processes


• Understanding of project management methodologies (such as Prince2 or Agile)


• Availability to provide after hours support from time to time


• Current Australian driver's licence and willingness to travel regularly between sites, with some interstate travel required from time to time


• Ability to perform manual handling tasks, including lifting and moving Technology equipment such as PCs, monitors and printers

Desirable

• Experience in the private or public health care sector


• Bachelor's degree and/or certifications in Computer Science, Information Technology or a related field


• Relevant certifications such as ITIL or PMP

Eligibility

• This role is open to Australian citizens and permanent residents only. Visa sponsorship is not available.

Why work for Calvary?

At Calvary, our staff matter.

With over 130 years' experience and 18,000 staff and volunteers, we offer an inclusive and welcoming culture where you are valued, drawing on your own strengths, identity and background alongside a team of professionals who care for our patients, residents and clients.

Your benefits:

• NFP salary packaging benefits, discounted health insurance and gym memberships


• Paid parental leave


• Training, development pathways and career opportunities

As we serve the community across Home, Virtual and Residential Aged Care, Retirement Living and Hospitals, one thing sets us apart. Care from the heart.

Please note:

As part of the application process, you will be required to complete pre-employment checks which may include, but are not limited to, reference checks, work rights, criminal history check, NDIS/WWCC/WWVP checks, and a health evaluation to ensure suitability for the role.