Service Desk Analyst

Job Q; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Salary packaging options

Discounted private health insurance

Employee Assistance Program

Fitness Passport

Job summary

St Vincent's is seeking an experienced Service Desk Analyst to provide first-level technical support across Windows, O365 and cloud systems. You will diagnose issues, guide users through resolutions, and escalate where needed in a high‑quality, patient‑focused environment.

Based in Melbourne with a hybrid 3 days in office and 2 days remote, you will manage tickets, update knowledge bases, and ensure SLAs are met while collaborating with vendors and IT teams to support a large health and aged

Qualifications

• Tertiary qualification in IT or equivalent experience.
• Excellent written and verbal communication with strong problem-solving skills.
• Proficient with Windows OS, O365, remote management and ticket management tools.
• ITIL v4 certification desirable.
• Healthcare or large-scale environment experience is a plus.

Responsibilities

• Provide outstanding technical support to users via phone, tickets and walk-up support.
• Diagnose and troubleshoot hardware, software, and network issues; guide users through resolutions.
• Escalate and liaise with vendors, research solutions, and update knowledge base articles.
• Install software remotely and perform basic admin tasks like password resets and account creation.
• Proactively track, manage and complete requests within service levels.
• Create and administer shared network resources, manage permissions and general admin tasks.

Skills

Windows OS

Remote Desktop

Networking

Hardware troubleshooting

Microsoft 365 / O365

Cloud systems

Customer service

Education

Tertiary IT qualification or equivalent

Tools

ITIL v4 (desirable)

Job description

#### Service Desk AnalystMelbourne, VIC 3000Casual#### Job descriptionMedicalJobsAustralia.com 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 atView Reconciliation Action PlanCode of Conduct:View Code of ConductLogin is optional, you may send application via email