Service Desk Analyst

Join to apply for the Service Desk Analyst role at NSW Health

Join to apply for the Service Desk Analyst role at NSW Health

Service Desk Analyst (Senior Computer Operator Grade 1)

• Temporary Full-Time Exempt for up to 12 months
• Opportunity to work from our modern offices in Chatswood, St Leonards, or Charlestown
• In-office presence with hybrid flexibility for work-life balance
• Attractive salary, from $72,253.00 + 12% Super + 17.5% annual leave loading
• Accrue up to 12 extra days off per year + 4 weeks annual leave
• Increase your take home pay with salary packaging, meal allowance, fitness passport and more
• Join the team enriching health in millions of ways every day through digital innovation
  
  

Applications Close: 11:59 pm, Sunday 17 August 2025

About Us – EHealth NSW

At eHealth NSW, we're leading the digital transformation of Australia's largest health system. As NSW Health's digital centre of excellence, we design, build and support world-class ICT solutions that improve patient care across the state.

Guided by a Cloud First Strategy, we're harnessing digital technology to provide better patient care and deliver scalable, quality, patient-centred, digital healthcare. With your skills and experience, you can help enrich the lives of millions while developing your career within Australia's largest health organisation—alongside passionate tech professionals, health partners and industry leaders building solutions that truly make a difference.

About The Opportunity

As Service Desk Analysts of our StateWide Service Desk (SWSD) at eHealth NSW, you will help make a real difference in healthcare through delivering a positive and timely customer experience by resolving ICT incidents and service requests.

This role offers the opportunity to support the delivery of a range of ICT applications, products and services including core clinical systems, infrastructure, security, workforce, and business management systems, you will help NSW Health to meet the needs of the community it serves.

As an integral member of our 24x7x365 StateWide Service Desk, you will:

• Deliver responsive and effective customer service by addressing ICT queries and issues promptly, minimising downtime and ensuring continuity of end user productivity in both clinical and corporate settings
• Balance competing priorities across inbound phone calls and ticketing system queue management, consistently meeting service delivery expectations and timeframes
• Provision IT accounts and access in strict alignment with organisational security protocols and approval workflows, safeguarding system integrity
• Maintain clear, accurate, and comprehensive documentation of end user interactions, troubleshooting activities, and analysis within the ticketing system, ensuring a reliable transparent source of truth
• Enhance organisational knowledge by proactively identifying gaps in existing documentation and contributing to the creation or improvement of internal resources
  
  

About You

• Proven experience in customer service roles, supporting the seamless delivery of products and services, ideally within ICT environments, while maintaining a strong focus on end user satisfaction and operational efficiency
• Strong critical thinking and advanced problem-solving capabilities, with a proactive approach to diagnosing issues and implementing effective solutions
• Skilled in collaborative teamwork, contributing positively within large, dynamic teams to achieve shared objectives and drive collective success
• Energetic and optimistic mindset, coupled with a genuine enthusiasm for sharing insights, experiences, and knowledge to uplift team performance and foster continuous learning
  
  

Need more information?

• Position description
• Find out how we hire at eHealth NSW
• Check out our diversity and inclusion commitment
• Learn more about us at eHealth NSW
  
  

Working at eHealth

Benefits

Our people are at the heart of who we are. We support our people with great benefits so they can enrich health in millions of ways every day:

• Flexible work options
• Professional growth and career development
• Allocated day off per month
• Salary packaging
• Various health and wellbeing programs to support our team
  
  

How To Apply

To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responding to the following:

• The StateWide Service Desk provides first level ICT support in a dynamic, high-volume environment. How do your skills and experience enable you to deliver outstanding customer support in this setting?
• A customer centric approach is at the heart of eHealth NSW. What drives your passion for going above and beyond in delivering exceptional customer service?
• Are you available to work shift work?
  
  

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we're eager to see your personality and get to know the real person behind the application

For further discussions around the role or recruitment process, including adjustments, please contact our Talent Advisor at Sarah.Souter@Health.nsw.gov.au or Hiring Manager, Trevor Henry at Trevor.Henry@health.nsw.gov.au and quote REQ596061.

We will review all applications after the closing date. If your application is successful, you may be invited to take part in additional assessments as part of the recruitment process.

Additional Information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• To be eligible for this role you must have current Australian work rights as an Australian citizen, permanent resident, or New Zealand citizen with a current passport.
• 'Exempt' is defined as a fixed term contract with a length greater than 13 weeks.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeContract

Job function

• Job functionInformation Technology
• IndustriesHospitals and Health Care

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