Service Desk Analyst (NSW)

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 in 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 Sydney.

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

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

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.

LEADERSHIP & ACCOUNTABILITY

• Take personal ownership of tickets and customer outcomes.

• Represent the D&T service function with professionalism, empathy, and urgency.

• Adhere to cyber, privacy, and compliance standards in all support activities.

PEOPLE LEADERSHIP & DEVELOPMENT

• Contribute to a positive, collaborative, and knowledge-sharing team culture.

• Participate in onboarding and peer mentoring of new Service Desk colleagues.

STRATEGY & EXECUTION

• Support the implementation of service improvement initiatives as directed by leadership.

• Follow processes aligned to SVHA’s digital and clinical service objectives.

STAKEHOLDER & RELATIONSHIP MANAGEMENT

• Provide timely, clear, and respectful communication with end users.

• Build strong relationships with clinical, corporate, and technical stakeholders.

FINANCIAL & RESOURCE MANAGEMENT

• Ensure all tickets and assets are recorded accurately to support audit and lifecycle reporting.

GOVERNANCE, RISK & COMPLIANCE

• Apply safe handling of user data and system access credentials.

• Follow established password management and MFA policies, and promote cyber safe practices during user support.

• Ensure awareness of IT security standards and participate in ongoing compliance activities where relevant.

• Escalate security incidents or access anomalies immediately.

OPERATIONS & SERVICE MANAGEMENT

• Participate in ITIL-aligned service desk practices, particularly incident, request, and knowledge management processes.

• Provide first-level diagnosis and resolution for IT incidents and service requests via phone, email, portal and chat.

• Support common infrastructure and networking issues such as VPN, DNS, DHCP, and TCP/IP connectivity.

• Assist with endpoint imaging, backup/restoration workflows, and mobile device troubleshooting.

• Troubleshoot issues across Windows 10/11, Microsoft Office, Outlook, Microsoft Teams, printers, and network connectivity.

• Support basic account management functions including password resets, MFA configuration, user onboarding/offboarding, and permissions.

• Use tools such as ServiceNow, Microsoft 365 Admin, Intune, and Active Directory to support users.

• Provide support across Windows, macOS, and mobile platforms where required.

• Provide remote and onsite technical support including walk-up assistance where applicable.

• Assist with device provisioning, testing, and triage of endpoint issues.

• Maintain high first contact resolution (FCR) and service level adherence.

INCIDENT MANAGEMENT

• Log, prioritise, and manage incidents using the ITSM platform.

• Escalate unresolved issues in line with documented procedures.

INNOVATION, RESEARCH & KNOWLEDGE

• Contribute to and maintain Service Desk knowledge base articles.

• Ensure all incident resolutions and workaround steps are documented accurately and shared in line with knowledge management practices.

• Research and apply emerging service desk tools or improvements (e.g. chat support, automation, Power Automate flows).

• Participate in continuous improvement initiatives to enhance user experience and ticket quality.

• Identify recurring issues and recommend process improvements.

PROCESS & PERFORMANCE MANAGEMENT

• Meet individual KPIs around ticket handling, response times, and customer satisfaction.

• Contribute to the quality and consistency of documentation, including detailed ticket notes and reusable knowledge articles.

• Ensure accurate ticket categorisation and documentation.

EXTERNAL ENGAGEMENT & PARTNERSHIPS

• Liaise with external vendors when required for warranty, licensing, or service escalation.

• Support communication with third-party clinical application providers or telecom partners as needed. for warranty, licensing, or service escalation.

CULTURE & VALUES ALIGNMENT

• Demonstrate compassion, respect, and service excellence in every interaction.

• Contribute to an inclusive and supportive team aligned with SVHA’s mission.

ON-CALL & CLINICAL TECH RESPONSIBILITIES

• Participate in after-hours roster where required.

• Log and escalate clinical technology incidents with urgency and clarity.