Service Desk Analyst Permanent Full Time 38 hours per week Based at Mt Waverley with rotating 24/7 roster support Salary $76,515 - $80,000 super About the role 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. Working within a fast-paced healthcare environment, you will troubleshoot and resolve technical incidents, manage service requests from start to finish, and contribute to continuous improvements across service delivery and knowledge management. Key responsibilities: Deliver first-line technical support to employees and external customers via phone, email and chat Troubleshoot and resolve issues relating to operating systems, software applications, hardware and connectivity Accurately log, document and manage support requests within the ticketing system Escalate complex incidents to senior technicians or specialised support teams where required 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 x 7 rotating roster, including after-hours support as required What we’re looking for 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 Troubleshooting experience across: Windows 10 and Windows 11 Microsoft Office 2016 and Office 365 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 Experience supporting healthcare or enterprise applications such as: Electronic Medication Management (EMM) Workforce Planning systems Workday Dimensions Patient Administration Systems (PAS) IPharmacy Charm Why Join Cabrini? As a not-for-profit Catholic health service, Cabrini is committed to supporting our people both professionally and personally through a range of benefits, including: 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 Interested? To view further information about the role click here for the position description. Does this sound like your new role? Bring your skills and enthusiasm to Cabrini Health and help optimise the patient experience and health outcomes for our community. Cabrini Health acknowledges the importance of 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. Working for Cabrini Cabrini Health is a Catholic, private, for-purpose health service located in Melbourne’s southeast. Inspired by the mission and ethic of care of the Cabrini Sisters, providing quality, compassionate care to our community for more than 75 years. There is something special about Cabrini Health. Our highly skilled staff and specialists incorporate clinical research, innovative models of care and state-of-the-art technology to deliver the best possible care and outcomes for our patients. We demonstrate our mission to serve our community through outreach programs that support asylum seekers, provide healthcare in rural communities and in underdeveloped countries. Our size, reputation and growth strategy ensure genuine opportunities for our people to learn, grow and realise potential. Our values: Compassion - Integrity - Courage - Respect MANDATORY FOR ALL NEW STAFF TO CABRINI Employment with Cabrini Health will be based on satisfactory background checks such as professional references, National Police Check, vaccinations for annual Influenza plus a Working with Children Check (WWCC) may also be requested. Vaccination for COVID-19 is highly recommended.