Service Desk Analyst

St Vincent's Health Australia; Inner West; Híbrido; AUD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary packaging options

Discounted private health insurance

Employee Assistance Program for staff

Fitness Passport access

Resumo da oferta

St Vincent's Health Australia in Sydney, Brisbane or Melbourne is seeking an experienced Service Desk Analyst to join the Service Desk Team. The role is permanent full-time on a hybrid arrangement: three days in the office and two days working from home, providing first-level technical support across devices and systems.

You will diagnose hardware, software and network issues, assist users, escalate to vendors when needed, and maintain knowledge base articles.

Qualificações

• Tertiary qualification in Information Technology or equivalent experience.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication and attention to detail.

Responsabilidades

• Provide first-level technical support via phone, tickets and walk-up.
• Diagnose hardware, software, and network issues and guide users to resolution.
• Liaise with vendors to escalate tickets and maintain knowledge base.
• Install software remotely and perform basic admin tasks like password resets.
• Manage service request queue and ensure incidents are resolved within SLAs.

Conhecimentos

Windows OS

Remote Desktop

Networking

O365

Customer service

Formação académica

Tertiary IT qualification

Ferramentas

ServiceNow

Descrição da oferta de emprego

Job Description:Better and fairer care. Always.St Vincent's has been a leader in Australia's health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia's most important medical breakthroughs. We are a microcosm of Australia’s health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.We are looking for a special kind of person - a St Vincent’s kind of person. Someone who puts excellence, compassion, connection and caring for other people at the heart of everything they do.We are actively sourcing an experienced Service Desk Analyst to join our Service Desk Team within St Vincent’s. Reporting to the Service Desk Team Leader, 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 in any of our Group Head Offices in Sydney, Brisbane or Melbourne on a hybrid working arrangement – 3 days a week in office and 2 days working from home.Key responsibilities of the role:Provide outstanding technical support to users - respond to incoming requests (via phone, tickets & walk-up support) in an efficient and effective mannerDiagnose and troubleshoot hardware, software, and network issues, and guide users through resolution stepsLiaise with vendors to escalate tickets where required, research solutions, and regularly review and update knowledge base articlesAssist and advise users on appropriate action and educate or coach where necessaryInstall software on user’s device remotely and perform any basic administration tasks such as password resets, account creations etc.Proactively track, manage, resolve and complete requests and incidents within agreed service levels and maintaining customer satisfactionManage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframeCreate and administer various shared network resources, provide permissions to software, drives and accounts and other general administrative needsThings that work for us:Tertiary qualification with some experience in Information Technology or qualified by experience in this fieldExcellent written and verbal communication skills as well as strong problem solving and troubleshooting skills and a keen eye for attention to detailStrong technical proficiency in Windows operation systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshootingDemonstrated knowledge of Microsoft Platform, O365 services, cloud systems and prior experience with remote management and ticket management toolsKnowledge or experience within the healthcare or similar large scale, complex environmentITIL v4 Certification – desirableAbility to deal with conflict resolution, as well as collaborate and support on multiple priorities simultaneously and seamlessly while maintaining attention to detail in a high pressure environmentProven personal management skills; self-enforcing punctuality, attendance, presentation and administration in all aspects and duties of the roleThings that work for you:Ability to visibly see your impact on the business and its serviceCompetitive salary packaging optionsDiscounted private health insuranceEmployee Assistance Program for staff and their familiesAccess to the Fitness Passport (FP)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 invites people from all backgrounds to join us.Sponsorship / work rights for AustraliaPlease note, visa sponsorship is not available for this position. For this role you must be an Australian or New Zealand citizen or have an Australia visa that grants you the work rights necessary for the role.Pre-Employment ChecksYour employment is conditional upon the completion of all required pre-employment checks, including relevant immunisations.Equal OpportunityWe celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.How To ApplyPlease submit your application via the Apply button, include your resume and a brief cover letter outlining your experience and suitability.The closing date for applications is Sunday 8th October 2026; however we may commence interviews ahead of this time.Respectfully, no recruitment agencies.Closing Date:8 November 2026 11:59pmReconciliation Action Plan:At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. 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.For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at [e-mail]