Service Desk Analyst

Royal Children's Hospital; City of Melbourne; On-site; AUD 77,000 - 86,000; Full time

Benefits offered by this job

Salary Packaging

Employee Assistance Program

Fitness Passport

Flexible work options

Job summary

Royal Children's Hospital in Melbourne seeks a Service Desk Analyst to provide frontline ICT support in a large hospital environment, acting as the central contact for ICT incidents and service requests. You will diagnose issues at first contact, escalate when required, and coordinate with internal ICT teams and external vendors to restore services within agreed SLAs.

The role operates within the ICT department, with a base salary range of AU$77,426.44–AU$85,597.72 per annum, pro rata for part

Qualifications

• Experience in a Service Desk role with customers.
• Experience in a large complex environment at level 1/2 service desk.
• Proficiency with current and emerging technologies.
• Healthcare environment knowledge is advantageous.
• Experience with ServiceNow or similar ITSM is desirable.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Triages, troubleshoots, and resolves issues across end-user devices and core systems.
• Log tickets accurately, prioritise, escalate as per SLAs, and coordinate with ICT teams and vendors.

Skills

Service Desk

Customer Service

IT Troubleshooting

Healthcare IT

ServiceNow

Tools

ServiceNow

Job description

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

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, and offers of employment are conditional on successful completion of background checks including reference checks.

For further questions regarding this role please contact Sangeetha Ramani, at ***************@rch.org.au.