Service Desk Analyst – Permanent Full Time – 38 Hours/Week – Mt Waverley – 24/7 roster support – Salary $76,515 – $80,000 + super
Join Cabrini Health as a Service Desk Analyst and become a key part of a collaborative IT team supporting critical healthcare services across the organisation. In this hands‐on role, you will provide first‐line technical support to internal staff and external customers, resolving a broad range of hardware, software and system‐related issues to ensure seamless day‐to‐day operations.
Key Responsibilities
* Deliver first‐line technical support via phone, email and chat.
* Troubleshoot and resolve OS, software, hardware and connectivity issues.
* Accurately log, document and manage support requests within the ticketing system.
* Escalate complex incidents to senior technicians or specialised support teams.
* Maintain detailed documentation of troubleshooting steps, resolutions and customer interactions.
* Assist with provisioning and support of desktop, laptop and mobility devices.
* Contribute to the development and maintenance of IT knowledge base articles and support documentation.
* Participate in a 24 × 7 rotating roster, including after‐hours support as required.
Qualifications
* Tertiary qualification in Information Technology or related discipline, or equivalent industry experience.
* Experience working within a Service Desk or IT support environment.
* Familiarity with ITIL concepts and ITSM platforms such as ServiceNow, Service Manager, CA Service Desk or Remedy.
* Strong customer service and interpersonal communication skills.
* Demonstrated analytical and problem‐solving abilities.
* Experience supporting endpoint devices and Microsoft software products.
* Proficiency in troubleshooting Windows10 and Windows11, Microsoft Office 2016 and Office365, Active Directory, Microsoft Exchange and SCCM, Remote Desktop, Citrix, MFA products and VPN.
* Ability to work autonomously and manage competing priorities effectively.
* A proactive and collaborative approach to teamwork and continuous learning.
Desirable Experience
* Supporting healthcare or enterprise applications such as Electronic Medication Management (EMM), Workforce Planning systems, Workday Dimensions, Patient Administration Systems (PAS) and IPharmacy Charm.
Benefits
* Salary packaging up to $18,550 tax free annually.
* Access to a range of staff benefits including retail offers, discounted hospital services and savings on eligible private health fund services.
* Ongoing professional development and career progression opportunities.
* A supportive, mission‐led and values‐based workplace culture.
We are committed to creating a work environment that is welcoming, safe, equitable and inclusive for people of all backgrounds and abilities. Inclusion is core to our mission. As part of our commitment to Reconciliation and closing the gap in employment‐related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.
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