Service Desk Analyst - Hybrid IT Support & Care

St Vincent's Hospital Melbourne; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Private health insurance discount

Employee Assistance Program

Fitness Passport

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Technical support

Windows OS

Remote desktop

Network troubleshooting

Microsoft 365 / O365

Ticketing tools

Healthcare environment

Education

Tertiary IT qualification

ITIL v4 certification

Tools

Remote management tools

Service desk ticketing tools

Job description

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.