Senior Service Delivery Analyst

Calvary; Hobart; On-site; AUD 90,000 - 110,000; Full time

Job summary

Calvary is searching for a Senior Service Delivery Analyst to deliver advanced ICT support across Hobart facilities. You will be the onsite Technology contact, visiting sites regularly, building strong relationships with clinical and operational staff, and ensuring safe and effective care delivery.

You will manage high-priority tickets, contribute to service improvements, and support a collaborative, high-performing team while participating in on-call duties.

Qualifications

• 5+ years in end-user L1/L2 support within complex environments.
• Hands-on with AD, Exchange Online, M365, Intune, Citrix, and desktop hardware.
• Strong troubleshooting and incident management skills.
• Ability to build relationships with site staff and stakeholders.
• Willingness to travel between sites and perform manual handling where needed.

Responsibilities

• Act as primary Technology contact for assigned sites with regular onsite visits.
• Contribute to service improvements and ensure stable ICT environments.
• Build trusted relationships with clinical and operational staff.
• Minimise disruption to services and manage high-priority tickets.
• Participate in on-call roster for critical incidents.
• Assist SDAs with real-time support and knowledge sharing.
• Deploy and set up technology equipment onsite.

Skills

End user support

Active Directory

Exchange Online

Microsoft 365

Intune

Citrix

Hardware support

On-site visits

Customer relationship

Incident management

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ITIL awareness

Printers

Remote access tools

Job description

• 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


• Support a collaborative and high-performing team environment


• 12 Month Fixed Term Contract with view to Permanency


• On Site role with regular travel to sites


• Location: Hobart

About the role

The Senior Service Delivery Analyst provides advanced technical support and site ownership, ensuring stable and reliable ICT 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


• Contribute to service improvement initiatives


• 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


• Ability to build strong relationships with site staff


• Provide guidance and support for others within Service Delivery


• Work in accordance with the mission and vision of Calvary and actively participate in developing a culture that promotes Calvary's values of healing, hospitality, stewardship, and respect.

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


• 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, and access to a car


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

Eligibility

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