Service Desk Analyst

Western Health; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Western Health in Footscray is seeking a Service Desk Analyst to be the first point of contact for staff, delivering expert troubleshooting and guiding users through technical concepts over the phone. You will resolve incidents via email, web portal and phone, support Cerner EMR, iPM and M365 apps, and participate in after-hours rotations using ITSM systems like Cherwell or Service Now.

The role values strong communication, problem-solving and time management, with a focus on patient-centred

Qualifications

• Technical proficiency in IT concepts, hardware, software and networking.
• Excellent customer service skills, with ability to explain tech clearly to non-technical staff.
• Strong problem-solving and critical-thinking to identify root causes and troubleshoot.

Responsibilities

• Resolve incidents/requests via web portal, email and phone; log/update calls in ITSM system.
• Support communications tech, desktop apps, and clinical/non-clinical software like Cerner EMR, iPM and M365.
• Work through a roster for after-hours coverage and use ITIL-based ITSM systems (Cherwell/ServiceNow).
• Collaborate with staff to ensure timely, effective issue resolution.

Skills

IT principles

Customer service

Problem solving

Time management

Adaptability

Tools

Cerner EMR

iPM

M365

Job description

Select how often (in days) to receive an alert:

Program: Service Management Office

Department: DTS Service Desk

Enterprise Agreement: Health and Allied Services, Managers and Administr

Job Function: Administration & Leadership

Role Summary:

• Location: Footscray
• Employment Type: Full-Time, Ongoing
• Salary:Admin Grade 2 + Superannuation + Salary Packaging

About the role:

As a Service Desk Analyst, you will be the first point of contact for our valued staff, providing expert troubleshooting and problem-solving skills to resolve a wide range of technical issues. Your exceptional communication skills will shine as you guide end-users through complex technical concepts in a clear and concise manner, ensuring their understanding and satisfaction. This position is predominantly phone-based.

Key responsibilities:

This position is responsible for the day-to-day resolution of incidents and requests received via the web portal, email and phone, including logging and updating of all calls into the IT Service Management system. This includes the support of, however not limited to, communications technologies, desktop support and configuration and supporting various clinical & non-clinical applications such as Cerner EMR, Patient Admission system (iPM) and M365 applications. As part of this role, there is a requirement to work through a rotational roster to provide after-hours coverage as required. This requires knowledge and hands-on experience in using an ITIL (Information Technology Infrastructure Library) based IT Service Management (ITSM) system such as Cherwell or Service Now.

About you:

• Technical Proficiency - A strong understanding of IT principles, computer hardware, software applications, and networking concepts is crucial.
• Customer Service Excellence - Exceptional customer service skills are vital, including active listening, empathy, patience, and the ability to effectively communicate technical concepts to non-technical users.
• Problem-Solving Abilities - Strong problem-solving and critical-thinking skills enable them to identify root causes, explore alternative solutions, and implement effective troubleshooting techniques.
• Time Management and Prioritisation - Ability to balance urgency with thoroughness to ensure timely and efficient issue resolution.
• Adaptability and Learning Agility – Ability to adapt to rapidly evolving environment and and open to learning new technologies and concepts is crucial.

About Western Health

Western Health is the leading healthcare provider in Melbourne’s West - one of Australia’s fastest-growing and most culturally and socioeconomically diverse regions.

More than 13,000 employees help deliver a comprehensive range of services across our hospitals, community, correctional, and home-based settings. These services include acute tertiary care, emergency and intensive care, medical and surgical specialties, mental health and wellbeing, subacute care, ambulatory care, primary care, home-based services, and residential aged care.

We are committed to driving innovation and sustainability that improves health outcomes for our community. With specialties spanning oncology, renal care, mental health, women’s health and maternity, chronic disease management, geriatrics, and cardiology, Western Health is recognised for its expertise in managing complex and chronic conditions through integrated, patient-centred care.

We foster a collaborative and inclusive culture where you can make a meaningful impact. We support our staff to keep learning and growing through a diverse range of education programs, partnerships with universities in medical research and professional development opportunities.

Why join us?

Compensation and Benefits

• Competitive salaries, flexible work options, and wellbeing programs.
• Scholarships and grants to support ongoing learning.

Learning and Development

• Access personalised pathways through the Western Health Learning Academy.
• Opportunities for postgraduate study, clinical education, and mentorship.

Community Impact and Inclusion

• Make a difference through compassionate care in a diverse, inclusive workforce.
• Contribute to community wellbeing initiatives and healthcare research.

Organisational Culture and Environment

• Work in a collaborative, innovative team focused on continuous improvement and excellence.

Closing date: 11:59pm on 23 October 2026.

Enquiries: For further information about this role, contact:

Name: Vanessa Mape

Email: V [e-mail]

Alternate Contact: Kumar Chavan

Email: [e-mail]

Western Health is an equal opportunity employer. We welcome applications from people of all genders, Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience that strengthens their ability to do this work.

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.

All appointments are made subject to a satisfactory Police Record Check, an Immunisation Status Clearance and a Working with Children Check (if applicable).

Western Health is committed to the psychosocial safety of all applicants and employees.

Western Health does not accept unsolicited resumes/applications from recruitment agencies.

Western Health

Western Health acknowledges the Traditional Custodians of the land and pay our respects to Elders past, present and emerging. We celebrate, value and include people of all backgrounds, genders, sexualities, cultures, bodies and abilities.