Role Overview
Employment Type: Permanent full‐time. Hours: Monday to Friday, 76 hours fortnight. Location: Hybrid / North Richmond (Head Office).
The Service Desk Analyst is part of the Technology Support Group. You will provide first‐level phone‐based and onsite IT support to Mercy Health staff and facilities, working closely with clinical and business teams to deliver optimal outcomes for staff, clients, patients and residents.
Responsibilities
* Respond to first‐level IT support requests via phone and onsite interactions.
* Triage and document incidents and service requests in the ITSM ticketing tool.
* Escalate unresolved issues to higher‐level support teams as needed.
* Provide basic troubleshooting for hardware, software, network and access issues.
* Maintain accurate and up‐to‐date knowledge of supported systems and services.
* Adhere to ITIL and ServiceNow best practices to ensure high‐quality service delivery.
Qualifications
* Strong verbal and written communication skills; able to explain technical concepts to non‐technical users.
* Minimum of 1 year experience in an IT Service Desk, technical support or customer‐facing technology role.
* Demonstrated experience in a fast‐paced environment, preferably healthcare or a similarly complex setting.
* Working knowledge of an ITSM ticketing tool; experience with ServiceNow highly regarded.
* Relevant IT qualification and/or progress toward vendor certifications (Microsoft or equivalent).
* Awareness of ITIL service management principles; ITIL Foundation certification desirable.
Required Evidence / Certifications
* Current Police Record Check.
* Proof of working rights in Australia.
Equal Opportunity Employment
Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, as well as people of all ages, sexualities, genders, abilities and cultural backgrounds. All applicants will receive a fair and equitable interview and selection process.
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