Service Desk Analyst

About the role

As a Service Desk Analyst you will be the first point of contact for staff, providing expert troubleshooting and problem‑solving across a wide range of technical issues. The role is primarily phone‑based and involves guiding end‑users through complex technical concepts in a clear and concise manner.

Key responsibilities

• Resolve incidents and requests received via web portal, email and phone, logging all activity in the IT Service Management system.
• Support communications technologies, desktop configuration, and clinical & non‑clinical applications such as Cerner EMR, Patient Admission system (iPM) and M365.
• Provide after‑hours coverage on a rotational roster as required.

Required profile

• Strong understanding of IT principles, computer hardware, software applications and networking concepts.
• Exceptional customer service skills including active listening, empathy and the ability to explain technical concepts to non‑technical users.
• Effective problem‑solving, critical‑thinking and time‑management abilities.

Required skills

• Experience with ITIL‑based IT Service Management systems such as Cherwell or ServiceNow.
• Familiarity with Cerner EMR, Patient Admission system (iPM) and Microsoft 365 applications.

What we offer

• Competitive salary and superannuation with salary packaging options.
• Flexible work options and wellbeing programs.
• Scholarships, grants and access to the Western Health Learning Academy for ongoing development.
• Opportunities for postgraduate study, clinical education and mentorship.