Service Desk Analyst

St Vincent's Private Hospital Toowoomba; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary packaging options

Discounted private health insurance

Employee Assistance Program for staff

Fitness Passport access

Job summary

St Vincent's is seeking a Service Desk Analyst to join the Service Desk Team. You will deliver first-level IT support across our organisation, handling phone, email, and in-person requests with a focus on excellent customer service.

The role is permanent full-time with a hybrid work pattern (3 days in office, 2 days remote) based in Sydney, Brisbane or Melbourne. Relevant IT experience in healthcare or large-scale settings is valued.

Qualifications

• Tertiary qualification in Information Technology or equivalent experience.
• Excellent written and verbal communication skills with strong problem solving abilities.
• Experience with Windows operating systems, remote desktop, networking and cloud services (Office 365).
• Knowledge of ITIL v4 is desirable.
• Healthcare or large-scale environment experience is a plus.

Responsibilities

• Provide outstanding technical support to users via phone, tickets, and in-person.
• Diagnose and troubleshoot hardware, software, and network issues and guide users through resolutions.
• Escalate tickets to vendors when required and maintain knowledge base articles.
• Educate and assist users on appropriate actions and preventive measures.
• Remotely install software and perform basic admin tasks (password resets, account creation).
• Track and manage requests within service levels and maintain customer satisfaction.
• Manage service queue and triage incidents promptly.
• Create and manage shared resources, permissions, drives, and accounts.

Skills

Customer service focus

Communication skills

Troubleshooting

Windows OS

Office 365 / Cloud experience

Education

Tertiary qualification in Information Technology

ITIL v4 Certification – desirable

Tools

Remote desktop services

Networking basics

Job description

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 manner
• Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps
• Liaise with vendors to escalate tickets where required, research solutions, and regularly review and update knowledge base articles
• Assist and advise users on appropriate action and educate or coach where necessary
• Install 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 satisfaction
• Manage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframe
• Create and administer various shared network resources, provide permissions to software, drives and accounts and other general administrative needs

Things that work for us:

• Tertiary qualification with some experience in Information Technology or qualified by experience in this field
• Excellent written and verbal communication skills as well as strong problem solving and troubleshooting skills and a keen eye for attention to detail
• Strong technical proficiency in Windows operation systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshooting
• Demonstrated knowledge of Microsoft Platform, O365 services, cloud systems and prior experience with remote management and ticket management tools
• Knowledge or experience within the healthcare or similar large scale, complex environment
• ITIL v4 Certification – desirable
• Ability 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 environment
• Proven personal management skills; self-enforcing punctuality, attendance, presentation and administration in all aspects and duties of the role

Things that work for you:

• Ability to visibly see your impact on the business and its service
• Competitive salary packaging options
• Discounted private health insurance
• Employee Assistance Program for staff and their families
• Access 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 Australia

Please 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 Checks

Your employment is conditional upon the completion of all required pre-employment checks, including relevant immunisations.

Equal Opportunity

We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.

The closing date for applications is Sunday 8th October 2026; however we may commence interviews ahead of this time.

Closing Date:

8 November 2026 11:59pm

Reconciliation 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 ***************@svha.org.au

View Reconciliation Action Plan

Code of Conduct:

View Code of Conduct