Background information about the job or company (e.g., role context, company overview)

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. Hybrid work model in this role is encouraged.

Responsibilities or duties

• 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

Qualifications or requirements (e.g., education, skills)

• 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

Experience needed

Some experience in Information Technology or qualified by experience in this field.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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.

• 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

• Excellent written and verbal communication skills
• Strong problem solving and troubleshooting skills
• 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
• Prior experience with remote management and ticket management tools
• Ability to deal with conflict resolution
• Ability to collaborate and support on multiple priorities simultaneously and seamlessly

• Tertiary qualification with some experience in Information Technology or qualified by experience in this field
• Knowledge or experience within the healthcare or similar large scale, complex environment
• ITIL v4 Certification - desirable
• Proven personal management skills; self-enforcing punctuality, attendance, presentation and administration in all aspects and duties of the role