Service Delivery Analyst

Calvary Health Care; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Discounted health insurance

Gym memberships

Paid parental leave

Training & career development

Job summary

Calvary Health Care is seeking a Service Delivery Analyst to provide frontline technology support across our Melbourne sites, ensuring reliable services for clinical and operational staff. In this onsite role you will resolve incidents, manage tickets, assist with account tasks, and help users with everyday systems, while following ITIL processes and contributing to a collaborative team environment.

You will travel between sites, participate in on-call shifts, and support safe, effective care

Qualifications

• 2+ years in a service desk or technology support role.
• Proficient with Windows and Microsoft 365 apps (Outlook/Teams/Office).
• Experience with Active Directory user tasks (password resets, access requests).
• Ability to troubleshoot end-user hardware (desktops, laptops, mobile devices, printers).
• Strong customer service focus and clear communication.

Responsibilities

• Provide first line support for devices, apps and access onsite and remotely.
• Resolve tickets within SLAs and escalate complex issues.
• Handle calls professionally and aim for first contact resolution.
• Log interactions accurately and provide timely user updates.
• Actively manage tickets and reduce backlog; balance workload.
• Travel to sites for onsite support and relationship building.
• Deploy and set up technology equipment onsite; manual handling involved.
• Follow ITIL processes and maintain documentation.

Skills

Service desk

Windows

Active Directory

Microsoft 365

Customer service

ITIL

Troubleshooting

Communication

Tools

Exchange Online

Intune

Citrix

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
• Permanent full time opportunity

• Melbourne, VIC, Australia
• Permanent
• Closing on: Oct 23 2026

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 escalated complex issues appropriately
• 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 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.