Service Desk Analyst and Administrator

Epworth; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging up to $15,900 pre-tax

Educational scholarship program

Additional four weeks of leave

Health service discounts

Job summary

Epworth HealthCare in Melbourne seeks an on-site IT Service Desk Analyst to ensure high‑touch technical support for doctors, staff and students across multiple sites. You will resolve incidents, manage requests, and uphold ITIL practices to keep clinical workflows running smoothly.

The role focuses on rapid, professional support, proactive issue resolution, and strong stakeholder relationships to deliver safe patient care and minimal disruption to surgeries and consultations.

Qualifications

• Relevant IT qualification, certificate or equivalent industry experience.
• Experience providing technical support in a service desk or customer-facing IT environment.
• Proven experience in first- and/or second-level IT support, including incident and request management.
• Experience supporting end users across multiple channels (phone, portal, email, walk-ins).
• Demonstrated ability to troubleshoot hardware, software.
• Strong customer-service mindset with a proactive, solutions-focused approach.
• Ability to build positive relationships with clinicians and stakeholders.
• Commitment to confidentiality, integrity, and safe handling of sensitive information.
• Adaptability, resilience, and willingness to learn in a dynamic environment.

Responsibilities

• Providing first- and second-level technical support for end users, resolving incidents and service requests in line with SLAs via all channels.
• Troubleshooting hardware, software, network, and access issues, ensuring clear communication and timely follow-through.
• Ensuring data accuracy, process compliance, and consistent use of ITIL-aligned practices (category, priority, notes, updates).
• Escalating complex issues to resolver groups with complete troubleshooting information.
• Ensuring critical incidents are escalated and managed per Major Incident process.
• Escalating issues to appropriate resolver groups with complete troubleshooting information.
• Demonstrated ability to troubleshoot hardware, software.
• Strong customer-service mindset with a proactive, solutions-focused approach.

Skills

Customer service mindset

ITIL practices

Incident management

Multi-channel support

Hardware troubleshooting

Software troubleshooting

Relationship building

Adaptability

Education

Certificate III/IV in IT

Diploma in IT

Job description

Epworth HealthCare is Victoria’s largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation. Epworth is an innovator in Australia’s health system, embracing the latest in evidence-based medicine to pioneer treatments and services for our patients.

Our values and purpose define Epworth's approach and delivery. We pride ourselves on communicating and delivering them in a real and meaningful way. Every Patient Matters.

Job Description

The purpose of this position is for full operational accountability for the technology environment across each dedicated site, ensuring that all technology services operate reliably, efficiently, and in alignment with organisational standards. Providing visible, on‑site support, and maintaining a consistent presence across assigned locations to drive service excellence, operational readiness, and rapid response to emerging issues, the core focus of the role is to deliver exceptional, high‑touch support to doctors, ensuring technology is always ready for surgeries, consultations, and clinical workflows.

By anticipating needs, resolving issues quickly, and maintaining strong relationships with VMOs, JMOs, and medical students, the position directly contributes to safe, efficient patient care and zero avoidable clinical disruption. To champion a customer‑centred service culture, whilst ensuring all staff receive timely, professional support and that onboarding experiences for new employees and doctors are seamless and fully prepared, this position strengthens trust, improves communication, and supports the smooth delivery of technology changes, deployments, and site‑specific improvement.

You will make an impact by:

• Providingfirst‑ and second‑level technical support for end users, resolving incidents and service requests in line with SLAs via all channels (phone, portal, email, walkins etc.,)
• Troubleshooting hardware, software, network, and access issues, ensuring clear communication and timely follow‑through.
• Ensuringdata accuracy, process compliance, and consistent use of ITIL-aligned practices. Ie., category, subcategory, priority, affected service, troubleshooting notes, resolution notes, customer updates etc.,
• Escalatingcomplex issues to appropriate resolver groups with complete and accurate trouble shooting information.
• Ensuringall critical incidents are promptly escalated and managed in alignment with the Major Incident process.
• Relevant IT qualification, certificate, or equivalent industry experience (e.g., Certificate III/IV in IT, Diploma in IT, or similar).
• Demonstrated experience providing technical support in a service desk or customer‑facing IT environment.
• Proven experience in first‑and/or second‑level IT support, including incident and request management.
• Experience supporting end users across multiple channels (phone, portal, email, walk‑ins).
• Demonstrated ability to troubleshoot hardware, software
• Strong customer‑service mindset with a proactive, solutions‑focused approach.
• Ability to build positive relationships with colleagues, clinicians, and stakeholders.
• Commitment to confidentiality, integrity, and safe handling of sensitive information.
• Adaptability, resilience, and willingness to learn in a dynamic environment.

Additional Information

At Epworth, it’s a community. It’s the sense of belonging and being part of an organisation that puts the patient in the centre of all that is done. In addition to this, you will have access to:

• Epworth’s enhanced Not for Profit status (and not available in the public sector) provides the opportunity for employees to salary package up to $15,900 pre-tax annually, leading to greater take home pay
• The largest educational scholarship program of its kind in Australia
• Ability to purchase up to four additional weeks of leave
• Reduced cost of health services for you and your family at Epworth

At Epworth, we care.

We care about our patients and we care about our people. We care about keeping everyone safe. We care about valuing and empowering our people, and growing careers. And we care about giving our people support and flexibility to thrive, and contribute to our communities.

Itis a condition of employment with Epworth HealthCare, subject to reasonable exemptions, that you have had an annual Influenza vaccination, where this is required under Epworth policy.

As a child safe organisation, all successful applicants are required to satisfactorily clear a National Police Check (conducted by Epworth) and may be required to hold a valid employee Working with Children Check (provided by you).

At Epworth, we believe inclusion and diversity are essential to our culture and values. We focus on fairness and opportunity for all – across race, ability, ethnicity, gender, age, sexuality, cultures and beliefs – that reflect the communities we work in. At Epworth, we care.