Job Description
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.
We are actively sourcing an experienced Service Desk Analyst to join our Service Desk Teams within St Vincent's. Reporting to the Service Desk Team Leader in your area, you will deliver prompt and effective resolution through the provision of first‐level technical phone and ticket support related to computer systems, software and hardware. With a true passion for customer service, you will be committed to providing high‐quality technical support across all areas of the organisation. This is a permanent full‐time position based from our Group Head Office in Brisbane. Hybrid work model in this role is encouraged.
Key responsibilities of the role
* 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, 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 user's device 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 other general administrative needs.
Qualifications and experience
* Tertiary qualification with some experience in Information Technology or qualified by experience in this field.
* Excellent written and verbal communication skills, strong problem‐solving and troubleshooting skills and keen attention to detail.
* Strong technical proficiency in Windows operating systems, Remote Desktop Services, networking, hardware, telecommunications and internet service troubleshooting.
* Demonstrated knowledge of the Microsoft Platform, O365 services, cloud systems and prior experience with remote management and ticket management tools.
* Knowledge or experience within the healthcare or similar large‐scale, complex environment.
* ITIL v4 Certification – desirable.
* Ability to handle conflict resolution, collaborate and support multiple priorities simultaneously while maintaining attention to detail in a high‐pressure environment.
* Proven personal management skills; self‐enforcing punctuality, attendance, presentation and administration in all aspects of the role.
Benefits and compensation
* Ability to visibly see your impact on the business and its service.
* Competitive salary packaging options.
* Discounted private health insurance.
* Employee Assistance Program for staff and their families.
* Access to the Fitness Passport (FP).
This position is subject to Commonwealth and State government direction regarding vaccination against COVID‐19. Successful applicants must meet these vaccination requirements.
We encourage applications from Aboriginal and Torres Strait Islander Peoples.
Closing Date: 29 April 2026 11:59pm
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