Service Desk Analyst

Wesfarmers Health was formed in March 2022, with the acquisition of Australian Pharmaceutical Industries (API). Our supporting portfolio of brands includes Priceline, Priceline Pharmacy, Soul Pattinson Chemist, Pharmacist Advice, Clear Skincare Clinics, InstantScripts and SILK Laser Clinics.  

About us:

Since our humble beginnings in 1910, we've grown from a small co-operative of three pharmacies to a national organisation and one of Australia's leading health, beauty, and wellness companies.

Wesfarmers Health includes 73 company-owned Priceline stores, 396 Priceline pharmacy franchise stores and 89 Clear Skincare clinics and is also a wholesale distributor of pharmaceutical goods. In 2023, the Health division expanded its digital and medical aesthetics offering with the acquisitions of telehealth provider InstantScripts, as well as the SILK Group, who operates a network of around 140 wholly-owned, joint venture and franchised clinics.  The division employs more than 3600 team members.

About the role:

Wesfarmers Health is committed to delivering excellence in healthcare services across Australia. As a leading provider in the industry, we prioritize innovation, quality, and customer satisfaction.

As a Service Desk Analyst within our IT Service Desk team, and reporting to the Head of Technology Service Delivery, you'll play a crucial role in ensuring the smooth operation of our IT systems and provide exceptional support to our employees and stakeholders. You'll be responsible for resolving level 1 support incidents, maintaining system stability, and driving continuous improvement initiatives within the Service Desk environment.

The Service Desk Support Analyst role supports the achievement of API's Vision and the Business Unit Purpose by providing Level 1 hardware and software support that meets customer and business requirements for stores, internal and Distribution Centre employees.

What you'll do:

• Provide reliable, superior, and measurable service improvement to all customers, including independent pharmacies.
• Work on a rotating 24/7 roster, answering calls and emails, and resolving level 1 support incidents related to in-store systems, Distribution Centre, desktop, and infrastructure systems.
• Prioritize and escalate support tickets as necessary, ensuring timely resolution of issues.
• Maintain a detailed understanding of store environments and infrastructure, investigating and correcting reported anomalies within SLA timeframes.
• Develop documentation and handover repetitive tasks to triage teams, ensuring incident statuses are always monitored and communicated effectively.
• Contribute to post go-live support for new projects/initiatives and assist in the continual review and enhancement of processes.
• Identify opportunities for knowledge improvement and process enhancement within the IT Service Desk, working collaboratively with relevant stakeholders.
• Ensure compliance with occupational health and safety policies and procedures to promote a safer work environment for all employees and visitors.

What you'll bring:

• Previous experience in a level 1 Helpdesk role in a corporate environment, preferably in retail or pharmaceutical industries.
• A professional and highly focused customer service approach.
• Strong knowledge of supporting Microsoft technologies, including MS Office Suite, Exchange, Active Directory, Windows 10.
• Experience with networking, remote access connectivity, and IP telephony.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to work effectively without supervision, prioritize workload, and demonstrate accountability.
• Proficiency in ServiceNow for logging tickets (Preferred).
• Willingness to own and be accountable for problems until satisfactorily resolved.
• Excellent problem solving skills and attention to detail.

• TAFE qualifications or a degree in IT or a related discipline (highly regarded).
• ITIL V4 Foundations Certificate (Preferred).

Why us?

• A fantastic work culture based off our four Ways of Working - Be well, Show You Care, Make it Better and Act Now.
• Flexible working that is balanced with our organisational need to create connections and enable collaboration.
• Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group.
• Access to employee benefits across Wesfarmers including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline and Clear Skincare Clinics.
• ‘We Love Your Work' recognition program. Team members can recognise their peers, team or other business units, with winners taking part in our annual awards.
• Novated leasing options
• Access to our Employee Assistance Program (EAP) - available to all team members and their immediate family members, 24/7, 365 days a year.
• Beautiful outdoor terrace for work and recreation.
• Food, coffee and health & wellbeing facilities onsite including a landlord operated gym
• Dedicated end of trip facilities (cycle racks, showers, lockers).

This is an opportunity to join a highly regarded and established company offering excellent career prospects and team member benefits. Wesfarmers Health is also committed to supporting the Workplace Gender Equality Agency requirements. For more information about Wesfarmers Health please visit wesfarmers.com.au/our-businesses/wesfarmers-health.

We acknowledge Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn and work. We pay our respects to their Elders past, present and emerging.