Service Desk Analyst And Administrator

Epworth; Sydney; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Salary packaging up to 4 extra leave

Educational scholarship program

Relocation assistance

Leave extension (up to 4 weeks)

Job summary

Epworth HealthCare in Richmond, NSW is seeking a Service Desk Analyst to provide on-site IT support across sites, ensuring surgeries and clinical workflows run smoothly.

You will deliver first- and second-level incident resolution, assist doctors and staff, and foster a customer-centered service culture while aligning with ITIL practices and organisational standards.

Qualifications

• Relevant IT qualification 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).

Responsibilities

• Provide first- and second-level technical support for end users, resolving incidents and service requests in line with SLAs via all channels.
• Troubleshoot hardware, software, network, and access issues with clear communication and timely follow-up.
• Ensure data accuracy, process compliance, and ITIL-aligned practices.
• Escalate complex issues to resolver groups with complete troubleshooting information.
• Ensure critical incidents are escalated and managed per Major Incident process.

Skills

Service desk experience

First- and second-level IT support

Multi-channel support

Customer-service mindset

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.

At Epworth, we are united in our commitment to fostering a diverse and inclusive workplace—one that is culturally safe and respectful of the enduring cultural and spiritual connections of our people.

We value all differences, ensure equitable practices, and empower individuals to lead and learn inclusively in their everyday interactions. Our goal is to create an environment where everyone feels a genuine sense of belonging.

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

• Providing first‑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.
• Ensuring data accuracy, process compliance, and consistent use of ITIL-aligned practices. Ie., category, subcategory, priority, affected service, troubleshooting notes, resolution notes, customer updates etc.,
• Escalating complex issues to appropriate resolver groups with complete and accurate trouble shooting information.
• Ensuring all critical incidents are promptly escalated and managed in alignment with the Major Incident process.

Position Description Inherent Requirements

Qualifications

You will bring

• 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

Why Join Epworth?

At Epworth, it’s a community.

It’s the sense of belonging and being part of an organisation and a team that works to make sure that every patient matters. In addition to this, you will have access 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 Epwort
• Relocation assistance is available for approved candidates

We welcome applicants from all backgrounds. This includes First Nations peoples, people with disability, mature-age and young job seekers, members of the LGBTIQA+ community, and individuals from all cultural backgrounds. We are committed to providing an equitable, inclusive, and barrier-free recruitment experience for everyone.

If you need support during the application process or would like to discuss reasonable adjustments, we encourage you to let us know what you need to participate fully and confidently. We understand that sharing your needs can feel daunting, so please know that any information you provide will be treated with the utmost confidentiality and respect.

It is 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.

Service Desk Analyst and Administrator • Richmond, NSW, AU