Service Delivery Analyst

Calvary Care; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Health insurance discount

Gym memberships

Paid parental leave

Training and development

Job summary

Calvary Care is seeking a Service Delivery Analyst in Melbourne CBD to deliver frontline technology support for clinical and operational teams. You will resolve incidents, manage tickets, and provide onsite assistance across multiple sites to ensure safe and effective care delivery.

The role requires strong customer service, hands-on IT skills (Windows, Microsoft 365, Active Directory) and willingness to travel between sites. On-call duties and ITIL-aligned processes are part of the job.

Qualifications

• 2+ years of experience in a service desk, Technology support or similar customer facing role.
• Working knowledge of Windows and Microsoft 365 applications, including Outlook, Teams and Office.
• Experience with user account tasks such as password resets and access requests in Active Directory.
• Ability to troubleshoot end user hardware, including desktops, laptops, mobile devices, printers and scanners.

Responsibilities

• Provide first line support for devices, applications and access, both onsite and remotely.
• Resolve tickets within agreed service levels and escalate when needed.
• Handle incoming calls professionally, aiming for first contact resolution.
• Log all interactions accurately and provide timely updates to users.
• Actively manage assigned tickets and support backlog reduction.
• Travel to sites to provide onsite support and build relationships with site staff.
• Deploy, move and set up Technology equipment onsite, including manual lifting.
• Follow ITIL processes and maintain accurate documentation.
• Participate in the on call roster and provide support for incidents as required.

Skills

Service desk

Customer focus

Windows

MS 365

Active Directory

Troubleshooting

Communication

Tools

Exchange Online

Intune

Citrix

Job description

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
• Location: Melbourne CBD

About the role

The Service Delivery Analyst provides frontline Technology support, resolving incidents and service requests efficiently while delivering a consistent and positive experience for our users.

This is a customer focused, onsite role. You will work directly with clinical and operational staff across our sites, building strong relationships and making sure Technology services support safe and effective care delivery.

Your main duties will include:

• Provide first line support for devices, applications and access, both onsite and remotely
• Resolve tickets within agreed service levels and escal…
• Handle incoming calls professionally, aiming for first contact resolution
• Log all interactions accurately and provide timely updates to users
• Actively manage assigned tickets and support backlog reduction
• Balance phone and ticket workload while maintaining strong daily productivity
• Travel to sites to provide onsite support and build relationships with site staff
• Deploy, move and set up Technology equipment onsite, including manual lifting
• Help users with basic guidance on everyday systems and devices
• Follow ITIL processes and maintain accurate documentation
• Contribute to a collaborative team environment
• Participate in the on call roster and provide support for incidents as required

About you

• 2+ years of experience in a service desk, Technology support or similar customer facing role
• Working knowledge of Windows and Microsoft 365 applications, including Outlook, Teams and Office
• Experience with user account tasks such as password resets and access requests in Active Directory
• Ability to troubleshoot end user hardware, including desktops, laptops, mobile devices, printers and scanners
• A strong customer service focus
• Clear written and verbal communication skills
• Good time management skills, with the ability to manage workload and priorities
• A willingness to learn and the ability to work independently once trained
• 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

For further information please contact Gagan Hothi at [e-mail]

Desirable

• Experience with Microsoft Exchange and Exchange Online
• Experience with Microsoft Intune
• Experience with Citrix and remote access tools
• Understanding of ITIL processes or ITIL Foundation certification
• Experience working with external support vendors
• Experience in the private or public health care sector
• Certifications or study in Computer Science, Information Technology or a related field

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. If this sounds like you, apply for a role with Calvary today.

Please note:

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