Service Desk Analyst

St Vincent's Health Australia; City of Brisbane; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary packaging options

Discounted private health insurance

Employee Assistance Program for staff

Access to the Fitness Passport (FP)

Job summary

St Vincent's Health Australia in Bowen Hills, QLD is seeking an experienced Service Desk Analyst. You will provide first-level IT support, resolve tickets, and assist users with hardware/software issues in a hybrid work model.

You will join a dedicated service desk team, liaising with vendors and maintaining knowledge base articles while delivering quality customer service in a busy healthcare environment.

Qualifications

• Formal IT qualification or equivalent experience.
• Strong communication and problem-solving abilities.
• Experience with Windows OS, remote desktop, networking, hardware and telecoms.
• Knowledge of Microsoft 365, cloud services and ticketing tools.

Responsibilities

• Provide first-level technical support via phone and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through resolution steps and escalate when needed.
• Assist with remote software installs and basic admin tasks.
• Maintain knowledge base and liaise with vendors to resolve tickets.
• Manage service requests within agreed SLAs and ensure customer satisfaction.
• Support access controls, shared resources, and permissions setup.
• Collaborate across teams in a high-demand healthcare environment.

Skills

Communication skills

Problem solving

Attention to detail

Conflict resolution

Time management

Education

IT-related tertiary qualification or equivalent

Tools

Windows OS & Remote Desktop

Networking & Hardware

Microsoft 365 / O365

Cloud systems & remote management

Ticketing systems

Job description

St Vincent's Health Australia – Bowen Hills QLD

No Recruitment Agencies Please.

We draw on the talents of our people and collaborate with others who share our vision and values to continue the pioneering spirit of Mary Aikenhead and the Sisters of Charity. We are committed to providing compassionate and innovative care, enabling hope for those we serve.

We are actively sourcing an experienced Service Desk Analyst to join our Service Desk Teams within St Vincent's. Reporting to the Service Desk Team Leader in your area, you will deliver prompt and effective resolution through the provision of first level technical phone and ticket support related to computer systems, software and hardware. With a true passion for customer service, you will be committed in providing high quality technical support across all areas of the organisation.

This is a Permanent Full-Time position based from our Group Head Office in Bown Hills. Hybrid work model in this role is encouraged.

Key responsibilities of the role:

• Provide outstanding technical support to users - respond to incoming requests via phone and ticketing system in an efficient and effective manner
• Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps
• Liaise with vendors to elevate tickets where required, research solutions, and regularly review and update knowledge base articles
• Assist and advise users on appropriate action and educate or coach where necessary
• Install software on users device remotely and perform any basic administration tasks such as password resets and account creations
• Proactively track, manage, resolve and complete requests and incidents within agreed service levels while maintaining customer satisfaction
• Manage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframe
• Create and administer various shared network resources, provide permissions to software, drives and accounts and handle other general administrative needs

Requirements and skills:

• Tertiary qualification with some experience in Information Technology or qualified by experience in this field
• Excellent written and verbal communication skills as well as strong problem solving and troubleshooting skills and a keen eye for attention to detail
• Strong technical proficiency in Windows operating systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshooting
• Demonstrated knowledge of Microsoft Platform, O365 services, cloud systems and prior experience with remote management and ticket management tools
• Knowledge or experience within the healthcare or similar large scale, complex environment
• ITIL v4 Certification – desirable
• Ability to deal with conflict resolution, as well as collaborate and support on multiple priorities simultaneously while maintaining attention to detail in a high pressure environment
• Proven personal management skills; punctuality, attendance, presentation and administration in all aspects and duties of the role

Benefits:

• Ability to visibly see your impact on the business and its service
• Competitive salary packaging options
• Discounted private health insurance
• Employee Assistance Program for staff and their families
• Access to the Fitness Passport (FP)

Why become part of St Vincent's Health Australia?

Because there is so much heart here. Everywhere you go. You'll see and feel it across St Vincent's. At St Vincent's we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair and impartial and invite people from all backgrounds to join our caring St Vincent's family – better and fairer care, always.

Reconciliation Action Plan

As part of our commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.

This position is subject to Commonwealth and State government direction regarding vaccination against COVID-19. Successful applicants must meet these vaccination requirements.

We will be progressing applications throughout the advertising period.

Closing Date:

29 June 2027 11:59pm