Service Desk Analyst

Victorian Government; City of Melbourne; Presencial; AUD 77.000 - 86.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary Packaging – Increase your take‑

Employee Assistance Program

Fitness Passport access

Flexible work options

Descripción de la vacante

Royal Children's Hospital seeks a Service Desk Analyst to provide frontline ICT support in a large hospital environment. You will diagnose and resolve issues at first contact, escalate when needed, and coordinate with ICT teams and vendors to restore services within SLAs.

The role sits in the ICT department as a full-time ongoing position, with a base salary range of AU$77,426.44 to AU$85,597.72 per annum, pro rata for part-time staff, plus superannuation.

Formación

• Experience in a Service Desk role handling incidents and requests.
• Experience in a large, complex environment at Level 1/2 support.
• Knowledge of healthcare applications is advantageous.
• Experience with ServiceNow or similar ITSM platforms is desirable.

Responsabilidades

• Be the first point of contact for IT incidents and service requests for staff.
• Triage, troubleshoot and resolve issues across devices and core systems with accurate ticketing and escalation.
• Escalate within SLAs and coordinate with ICT teams and external vendors.
• Support service improvements and maintain knowledge documentation to enhance operations.

Conocimientos

Customer-focused support

Level 1/2 support

Proficiency with IT technologies

Healthcare environment knowledge

ServiceNow / ITSM

Herramientas

ServiceNow

Descripción del empleo

About the Role:This is a Full Time Ongoing position at 80 hrs FTE/hours per fortnight within the ICT department. The Service Desk Analyst provides frontline ICT support in a large, complex hospital environment, acting as the central point of contact for all ICT incidents and service requests. The role is responsible for diagnosing and resolving issues at first contact, escalating where required, and coordinating with internal ICT teams and external vendors to restore services within agreed service levels.

Classification for this position will range from Grade 3 Year 1 – Grade 3 Year 5 (FTE base salary $77,426.44 - $85,597.72 per annum, pro rata for part time and plus superannuation).

You will be responsible for:

• Acting as the first point of contact for all IT incidents and service requests, providing timely, professional, and customer-focused support to clinical and corporate staff.
• Triage, troubleshoot, and resolve issues across end-user devices, clinical applications, and core systems, ensuring accurate ticket logging, prioritisation, and escalation in line with agreed SLAs.
• Contribute to service improvement by identifying recurring issues, maintaining knowledge documentation, and supporting a stable and secure IT environment that underpins patient care.

You skills and experience:

• Demonstrated experience in a Service Desk role with experience dealing with Customers.
• Experience providing support in a large complex environment in a level 1 / level 2 service desk capacity.
• Proficiency in current and emerging technologies.
• Previous experience in a healthcare environment and knowledge of healthcare applications is strongly recommended.
• Demonstrated experience working with ServiceNow or similar IT Service Management platforms is highly desirable.

About the Department:

The Royal Children’s Hospital’s ICT Service Desk operates within a complex and highly diverse computing environment, supporting thousands of users and numerous IT systems essential to patient care. As Service Desk Team Leader, the role centres on cultivating a cohesive team and overseeing day-to-day operations—including ticket management, vendor coordination, and staff rostering—to ensure a central, customer-focused point of contact for ICT issues. Responsibilities include providing both Level 1 and Level 2 technical support, escalating and routing requests as needed, and maintaining high standards of troubleshooting and incident resolution. The Team Leader also drives service excellence through strong stakeholder relationships, clear documentation, and compliance with organisational policies, working collaboratively across ICT teams and with a broad spectrum of hospital staff from end users to senior executives.

What we offer:

• Salary Packaging – Increase your take home pay!
• Employee Assistance Program
• Ability to join Fitness Passport - Your pass to an extensive choice of fitness facilities
• Flexible work options available

Other requirements:

• Current National Criminal Record Check, or willing to obtain
• Valid Working with Children Check
• Compliance with RCHs “Staff Immunisation - Prevention of Vaccine Preventable Diseases” procedure

For further questions regarding this role please contact Sangeetha Ramani, at [e-mail].

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offerthe opportunity towork in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer staff benefits such as discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be vaccinated against Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children’s Hospital. Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children’s Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption,andoffers of employment are conditional on successful completion of background checks including reference checks.

Applications close Saturday 17 October 2026 at 11.59pm