Service Desk Analyst

About the role

St Vincent's, a health and aged care provider in Australia, is looking for an experienced Service Desk Analyst to join its Service Desk Team. You will report to the Service Desk Team Leader and deliver prompt, effective resolution through first-level technical phone and ticket support for computer systems, software and hardware. The position is permanent and full-time, based in one of the Group head offices in Sydney, Brisbane or Melbourne, on a hybrid basis of three days in the office and two days from home.

Key responsibilities

• Provide technical support to users, responding to requests by phone, ticket and walk-up support efficiently
• Diagnose and troubleshoot hardware, software and network issues and guide users through resolution
• Liaise with vendors to escalate tickets, research solutions and update knowledge base articles
• Install software on devices remotely and handle basic administration such as password resets and account creation
• Track, manage and close requests and incidents within agreed service levels
• Manage the service request queue and triage incidents and requests
• Create and administer shared network resources and set permissions for software, drives and accounts

Required profile

• Tertiary qualification with some IT experience, or equivalent experience
• Excellent written and verbal communication, problem-solving and troubleshooting skills, and attention to detail
• Ability to handle conflict, collaborate on multiple priorities and stay focused under pressure
• Proven personal management skills, punctuality and attendance
• Australian or New Zealand citizenship, or an Australian visa granting work rights; visa sponsorship is not available

Required skills

• Strong technical proficiency in Windows, remote desktop services, networking, hardware, telecommunications and internet troubleshooting
• Knowledge of Microsoft platforms, O365 services and cloud systems
• Experience with remote management and ticket management tools
• ITIL v4 certification is desirable

What we offer

• Competitive salary packaging options
• Discounted private health insurance
• Employee assistance program for staff and their families
• Access to the Fitness Passport

Applications are made online through the Apply button with a resume and a brief cover letter; the closing date is 8 November 2026. Pre-employment checks, including immunisations, are required.