We draw on the talents of our people and collaborate with others who share our vision and values to continue the pioneering spirit of Mary Aikenhead and the Sisters of Charity. We are committed to providing compassionate and innovative care, enabling hope for those we serve.
Position
Service Desk Analyst – Permanent Full‐time, based from our Group Head Office in Melbourne. Hybrid work model encouraged.
Key Responsibilities
* Provide outstanding technical support to users – respond to incoming requests via phone and ticketing system efficiently and effectively.
* Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps.
* Liaise with vendors to escalated tickets where required, research solutions, and regularly review and update knowledge base articles.
* Assist and advise users on appropriate action and educate or coach where necessary.
* Install software on users' devices remotely and perform basic administration tasks such as password resets and account creations.
* Proactively track, manage, resolve, and complete requests and incidents within agreed service levels while maintaining customer satisfaction.
* Manage tasks in the service request queue; resolve or triage incidents and requests within appropriate timeframes.
* Create and administer shared network resources, provide permissions to software, drives, and accounts, and handle other general administrative needs.
Qualifications & Experience
* Tertiary qualification in Information Technology or equivalent experience.
* Excellent written and verbal communication, strong problem‐solving and troubleshooting skills, attention to detail.
* Strong technical proficiency with Windows operating systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshooting.
* Knowledge of the Microsoft Platform, Office 365 services, cloud systems, and prior experience with remote management and ticket management tools.
* Experience within a healthcare or similar large‐scale, complex environment.
* ITIL v4 certification – desirable.
* Ability to resolve conflict and manage multiple priorities simultaneously in a high‐pressure environment.
* Proven personal management skills – punctuality, attendance, presentation, and administration.
Benefits
* Ability to see your impact on the business and its service.
* Competitive salary packaging options.
* Discounted private health insurance.
* Employee Assistance Program for staff and families.
* Access to the Fitness Passport.
Additional Requirements
This position is subject to Commonwealth and State government direction regarding vaccination against COVID‐19. Successful applicants must meet these vaccination requirements.
Closing Date
29 April 2026 11:59 pm
Eligibility Statement
Reconciliation Action Plan: At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. We encourage applications from Aboriginal and Torres Strait Islander Peoples.
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