Service Desk Analyst

Job Description:

Respectfully - No Recruitment Agencies Please.

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 five (5) Service Desk Analyststo join our Service Desk Teams within St Vincent’s Health Australia. 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 in providing high quality technical support across all areas of the organisation.

Two (2) positions are Permanent Full Time while the other three (3) positions are available on a 12-month Fixed Term Full Time contract, and will be based in Melbourne, VIC. 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 in an efficient and effective manner
• Diagnose and troubleshoot hardware, software, and network issues, and guide users through resolution steps
• Liaise with vendors to escalate 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 user’s device remotely and perform any basic administration tasks such as password resets, account creations etc.
• Proactively track, manage, resolve and complete requests and incidents within agreed service levels and maintaining customer satisfaction
• Manage tasks in service request queue, resolve or triage incidents and requests within appropriate timeframe
• Create and administer various shared network resources, provide permissions to software, drives and accounts and other general administrative needs

Things that work for us:

• Tertiary qualification with some experience in Information Technology or qualified by experience in this field
• Excellent written and verbal communication skills as well as strong problem solving and troubleshooting skills and a keen eye for attention to detail
• Strong technical proficiency in Windows operation systems, remote desktop services, networking, hardware, telecommunications, and internet service troubleshooting
• Demonstrated knowledge of 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 deal with conflict resolution, as well as collaborate and support on multiple priorities simultaneously and seamlessly while maintaining attention to detail in a high pressure environment
• Proven personal management skills; self-enforcing punctuality, attendance, presentation and administration in all aspects and duties of the role
• Current 2024 Flu Vaccine (or willingness to receive) and a minimum of two (2) COVID-19 Vaccinations - mandatory

Things that work for you:

• 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)

Why become part of St Vincent’s Health Australia? Because there is so much heart here. Everywhere you go. You’ll see and feel it across St Vincent’s. At St Vincent’s we value inclusivity and diversity and acknowledge the important of creating a work environment that is welcome, safe, fair and impartial and invite people from all backgrounds to join our caring St Vincent’s family – better and fairer care, always.

Reconciliation Action Plan 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. For further information, visit http://www.svha.org.au/about-us/reconciliation 

This position is subject to Commonwealth and State government direction regarding vaccination against COVID-19. Successful applicants must meet these vaccination requirements.  

Interested? Apply today and please note - we will be progressing applications throughout the advertising period.

Position Description and Critical Job Demands Checklist:
Review the following documents:

Position Description: Service Desk Analyst

Contact Details:
Danni Finau - **************@svha.org.auAlternate Contact:
Closing Date:
13 May 2024 11:59pmReconciliation 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. 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.

For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at ***************@svha.org.au

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