Service Desk Analyst (NSW) in Sydney

St Vincent's Private Hospital Brisbane is seeking an experienced Service Desk Analyst to join our Service Desk Teams within St Vincent's. Reporting to the Service Desk Team Leader, you will deliver prompt and effective resolution through first level technical phone and ticket support related to computer systems, software, and hardware. With a passion for customer service, you will provide 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 efficiently.
• Diagnose and troubleshoot hardware, software, and network issues, guiding 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 basic administration tasks such as password resets and account creations.
• Proactively track, manage, resolve, and complete requests and incidents within agreed service levels while maintaining customer satisfaction.
• Manage tasks in service request queue, resolving or triaging incidents and requests within appropriate timeframe.
• Create and administer various shared network resources, providing permissions to software, drives, 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, strong problem-solving and troubleshooting skills, and attention to detail.
• Strong technical proficiency in Windows operating 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.
• Ability to deal with conflict resolution and support multiple priorities simultaneously while maintaining attention to detail in a high-pressure environment.
• Proven personal management skills; self-enforcing punctuality, attendance, presentation, and administration in all aspects 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).

At St Vincent's, we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair, and impartial. We invite people from all backgrounds to join our caring St Vincent's family – better and fairer care, always.

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.

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