Service Desk Analyst - Transitions

Centorrino Technologies Pty Ltd.; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing programs

Learning opportunities through Western

Scholarships and grants

Job summary

Western Health in Melbourne seeks a Service Desk Analyst to provide customer-focused IT support across Windows and Mac environments, Office 365, and networks. You will log requests, diagnose issues, and coordinate with ICT teams to ensure rapid incident resolution.

The role emphasizes SLA adherence, knowledge-base updates, and on-site support for onboarding new clients. This is a short-term contract with opportunity for extension.

Qualifications

• 1 year MSP or Service Desk experience preferred.
• ITIL/ITSM awareness or experience is desirable.
• Certifications in Microsoft 365 Fundamentals, VoIP, Azure, Windows/Mac OS, and Server management are advantageous.
• 2 years in a customer-facing role is desirable.

Responsibilities

• Provide first/second line IT support via phone, email, or portal.
• Diagnose incidents and requests and resolve or escalate per SLA.
• Document interactions in the ITSM system (Cherwell or ServiceNow).
• Collaborate with ICT teams and external vendors to resolve issues.
• Support Windows and Mac environments, Office 365, and network basics.
• Maintain knowledge bases and contribute to process improvements.
• Work on call rotations for after-hours coverage when required.
• Assist with on-site IT tasks and client onboarding as needed.

Skills

Customer service

Communication

Attention to detail

Problem solving

Time management

Organisation

Teamwork

Education

Certificate III in Information Technology

Bachelor of Information Technology or similar

Tools

Microsoft 365 Fundamentals

VoIP

Azure

Windows OS

Mac OS

Microsoft Server

Cherwell

ServiceNow

Job description

Position Overview

We are seeking a Service Desk Analyst to join our team in Melbourne. This role will provide technical assistance and support via phone, email or chat to end‑users who are experiencing computer hardware, software, or network‑related issues. The primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity.

Key Responsibilities

• Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally.
• Provide telephone and ticketing support to internal and external customers.
• Investigate, diagnose and assess basic technical problems reported by customers.
• Document all customer interactions in our Professional Services Automation (PSA) system.
• Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers.
• Review and update knowledge base and technical support documentation.
• Support clients within all SLA metrics and maintain communication throughout incident management.
• Work with third‑party vendors and software providers to maintain and resolve product issues.
• Follow agreed process and procedures by logging issues, requests and questions.
• Maintain and administer systems, including computers running Windows OS or Mac‑OS, Microsoft Office, basic printing, internet, email and Windows server support.

Other Duties

• Assist with workshop related tasks, coordinating deliveries, new workstation/laptop deployments.
• Assist with the procurement and set up of hardware deliveries for projects.
• Provide ad‑hoc or scheduled on‑site IT support for clients where issues cannot be resolved remotely or where on‑site support is required for onboarding of a new client.

Skills and Competencies

• Customer service focused: committed to providing exceptional customer service across all methods.
• Communication: ability to communicate clearly and concisely, varying communication style depending on the audience.
• Attention to detail: excellent attention to detail and written skills when communicating with others.
• Problem solving: ability to diagnose and troubleshoot issues confidently and efficiently.
• Time management and prioritisation: able to prioritise tasks, manage time effectively, and work efficiently to meet SLAs.
• Organisation: can manage, plan and prioritise tasks in a logical and orderly manner.
• Inclusive, transparency, approachability, passionate, accountable.

Technical Skills and Experience

• Minimum 1 year previous MSP or Service Desk related experience (highly desirable).
• Certificate III in Information Technology, Bachelor of Information Technology or similar (essential).
• Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operating systems, Level 1 Microsoft Server Service Management Experience (highly desirable).
• 2 years experience in a customer‑facing role.

About the Role

We are a construction client in Melbourne seeking a Service Desk Analyst on a short‑term contract basis.

Responsibilities (Contract)

• Identify, investigate and analyse incidents, documenting all relevant information.
• Ensure incidents are categorised and prioritised.
• Resolve or complete within defined SLA timeframe.
• Complete service requests from staff members.
• Escalate incidents appropriately.
• Create problem records within the ITSM tool.
• Follow change management process.
• Identify process improvement opportunities.
• Act as central co‑ordinator for implementation activities.

Salary

Salary: Admin Grade 2 + Superannuation + Salary Packaging

Key Responsibilities (Health)

• Resolve incidents and requests via web portal, email and phone.
• Support communications technologies, desktop support, Cerner EMR, Patient Admission system (iPM), M365 applications.
• Work rotational roster for after‑hours coverage.
• Use ITIL‑based ITSM system (Cherwell or ServiceNow).

About the Role (Clinical)

Act as the first point of contact for all IT incidents and service requests, providing timely, professional, and customer‑focused support to clinical and corporate staff.

Professional Experience

• Acting as Level 1 or Level 2 technical support.
• Escalate as required.
• Collaborate with internal ICT teams and external vendors.

Compensation and Benefits

• Competitive salaries, flexible work options, and wellbeing programs.
• Scholarships and grants to support ongoing learning.

Learning and Development

• Access personalised pathways through the Western Health Learning Academy.

Community Impact and Inclusion

• Make a difference through compassionate care in a diverse, inclusive workforce.

Organisational Culture and Environment

• Work in a collaborative, innovative team focused on continuous improvement and excellence.

Closing Date

11:59pm on 23 October 2026.

EEO Statement

Western Health is an equal opportunity employer. We welcome applications from people of all genders, Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience.

Background Checks

All appointments are made subject to satisfactory Police Record Check, Immunisation Status Clearance and Working with Children Check (if applicable).

Agency Policy

Western Health does not accept unsolicited resumes/applications from recruitment agencies.

Compulsory Vaccinations

Applicants may be required to provide evidence of current influenza vaccination.