Service Delivery Analyst

About the role

The Service Delivery Analyst provides frontline technology support to clinical and operational staff, ensuring incidents and service requests are resolved efficiently while delivering a consistent, positive user experience.

Key responsibilities

• Provide first‑line support for devices, applications and access both onsite and remotely.
• Resolve tickets within agreed service levels, log interactions accurately and manage backlog reduction.
• Handle incoming calls aiming for first‑contact resolution and participate in on‑call roster.
• Travel to multiple sites, deploy and set up technology equipment, and perform manual handling tasks.
• Follow ITIL processes, maintain documentation and contribute to a collaborative team environment.

Required profile

• 2+ years experience in a service desk or technology support role.
• Strong customer service focus with clear written and verbal communication.
• Ability to work independently after training and provide occasional after‑hours support.
• Current Australian driver’s licence and willingness to travel, including occasional interstate trips.

Required skills

• Working knowledge of Windows and Microsoft 365 (Outlook, Teams, Office).
• Experience with Active Directory user account tasks.
• Hardware troubleshooting for desktops, laptops, mobile devices, printers and scanners.
• Familiarity with Microsoft Exchange/Exchange Online, Microsoft Intune, Citrix and remote‑access tools.
• Understanding of ITIL processes.

What we offer

• Salary packaging benefits and discounted health insurance.
• Gym memberships and paid parental leave.
• Training, development pathways and career opportunities.