Service Desk Analyst

St Vincent's Hospital Melbourne; Sydney; Hybride; AUD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Salary packaging

Private health insurance discount

Employee Assistance Program

Fitness Passport

Résumé du poste

St Vincent's Hospital Melbourne is seeking an experienced Service Desk Analyst to join our Service Desk Team. You will deliver prompt and effective first level technical support for computer systems, software and hardware across the organisation, with a strong focus on customer service.

The role is Permanent Full-Time, based in Sydney, with a hybrid arrangement: 3 days in the office and 2 days WFH. You will work under the Service Desk Team Leader and contribute to maintaining high service levels.

Qualifications

• Tertiary qualification in IT or equivalent experience.
• Excellent written and verbal communication and problem-solving skills.
• Strong proficiency in Windows operating systems, remote desktop, networking, hardware and telecom troubleshooting.
• Experience with Microsoft 365 and cloud services.
• Knowledge of healthcare or large-scale, complex environments.

Responsabilités

• Provide first-level technical support to users via phone, tickets and walk-up.
• Diagnose and troubleshoot hardware, software, and network issues; guide users to resolution.
• Escalate to vendors as needed and update knowledge base articles.
• Educate users and provide guidance as necessary.
• Remotely install software and perform basic administration tasks (password resets, account creation).
• Proactively track, manage and resolve requests within agreed service levels and CSAT targets.
• Manage service request queue and triage incidents and requests within appropriate timeframes.
• Create and administer shared network resources and permissions.

Connaissances

Customer service

Technical support

Windows OS

Remote desktop

Network troubleshooting

Microsoft 365 / O365

Ticketing tools

Healthcare environment

Formation

Tertiary IT qualification

ITIL v4 certification

Outils

Remote management tools

Service desk ticketing tools

Description du poste

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 elevate 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)

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.

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.

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 Island