Service Desk Analyst — IT Support & After‑Hours

Western Health; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Western Health in Footscray is seeking a Service Desk Analyst to be the first point of contact for staff, delivering expert troubleshooting and guiding users through technical concepts over the phone. You will resolve incidents via email, web portal and phone, support Cerner EMR, iPM and M365 apps, and participate in after-hours rotations using ITSM systems like Cherwell or Service Now.

The role values strong communication, problem-solving and time management, with a focus on patient-centred

Qualifications

• Technical proficiency in IT concepts, hardware, software and networking.
• Excellent customer service skills, with ability to explain tech clearly to non-technical staff.
• Strong problem-solving and critical-thinking to identify root causes and troubleshoot.

Responsibilities

• Resolve incidents/requests via web portal, email and phone; log/update calls in ITSM system.
• Support communications tech, desktop apps, and clinical/non-clinical software like Cerner EMR, iPM and M365.
• Work through a roster for after-hours coverage and use ITIL-based ITSM systems (Cherwell/ServiceNow).
• Collaborate with staff to ensure timely, effective issue resolution.

Skills

IT principles

Customer service

Problem solving

Time management

Adaptability

Tools

Cerner EMR

iPM

M365

Job description

Western Health in Footscray is seeking a Service Desk Analyst to be the first point of contact for staff, delivering expert troubleshooting and guiding users through technical concepts over the phone. You will resolve incidents via email, web portal and phone, support Cerner EMR, iPM and M365 apps, and participate in after-hours rotations using ITSM systems like Cherwell or Service Now.

The role values strong communication, problem-solving and time management, with a focus on patient-centred