Service Delivery Analyst

Little company of Mary Health care Limited; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

NFP salary packaging

Discounted health insurance

Gym memberships

Paid parental leave

Training & development

Job summary

Calvary is seeking a Service Delivery Analyst to provide frontline technology support across sites in Melbourne. You will assist with devices, apps and access, ensuring quick incident resolution and positive user experiences.

The role is on-site with occasional travel, requiring strong Windows/365 know-how, Active Directory, ITIL familiarity and good communication. Join a collaborative team delivering safe and effective care through technology.

Qualifications

• 2+ years in a service desk or technology support role
• Strong knowledge of Windows and Microsoft 365 apps
• Experience with Active Directory and user account tasks
• Able to troubleshoot end-user hardware
• Strong written and verbal communication
• Willingness to travel between sites and lift equipment
• ITIL understanding or certification
• Experience in health care sector preferred
• Australian citizen or permanent resident (no visa sponsorship)

Responsibilities

• Provide first line support for devices, apps and access on-site and remotely
• Resolve tickets within SLAs and escalate complex issues
• Log interactions and provide timely updates to users
• Manage tickets and reduce backlog while maintaining productivity
• Travel to sites to provide on-site support and build relationships
• Deploy and set up technology equipment on-site, including lifting
• Follow ITIL processes and maintain documentation
• Contribute to a collaborative team environment
• Participate in on-call roster for incidents as required

Skills

Windows & MS 365

Active Directory

ITIL knowledge

Citrix & remote access tools

Exchange/Exchange Online

Microsoft Intune

End-user support

Clear communication

Education

IT-related certification

Tools

Exchange

Intune

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

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 elevate 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
• 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
• 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
• 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.

• 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.