AI Tools and IT Support Analyst

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• Work at the forefront of virtual health service delivery in Australia
• Drive the adoption of AI-powered tools while delivering high-quality IT support
• Hybrid working (2 days) in our Haymarket office, near Central station

About us

At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health. Healthdirect Australia is the national provider of government-funded virtual health services, helping Australians access trusted health advice, support, and care 24/7 – anytime, anywhere. Through helplines, websites, and video call solutions, we empower people to manage their health, connect with the right services, and access virtual care when they need it most.

About the opportunity

The AI Tools & IT Support Analyst is a dual-focused role that drives the organisation's adoption of AI-powered tools while delivering essential IT support services. Acting as the first point of contact, this role guides staff in using tools such as Microsoft Copilot and ChatGPT, helping them seamlessly integrate AI into their day-to-day work.

Beyond AI enablement, responsibilities include providing desktop support, coordinating onboarding and offboarding, maintaining meeting room technology, and ensuring service delivery follow-up. This role suits a tech-savvy professional with excellent customer service skills and a passion for exploring emerging technologies.

Key Responsibilities:

• Provide first-line support for AI tools like Microsoft Copilot and ChatGPT
• Train staff, create guides, and share AI tips and best practices
• Troubleshoot and resolve tech issues across Windows/macOS and Office 365
• Maintain meeting room technology and ensure smooth hybrid meetings
• Support onboarding/offboarding and manage IT assets
• Track service metrics and contribute to process improvements

About You

• Minimum 2–3 years in IT support, training, or helpdesk roles
• Practical experience with AI tools (e.g., Microsoft Copilot, ChatGPT)
• Skilled in troubleshooting Windows/macOS and Office 365
• Proficiency with Azure Active Directory and Exchange Online
• Experience using ticketing systems for incident/request management
• Strong communication, documentation, and customer service skills
• Eager to learn and adopt emerging technologies

Why Join Us

At Healthdirect, our strength lies in our talented and dedicated people. We're committed to creating an inclusive, supportive culture where you can bring your whole self to work, grow your career, and make a real impact.

Here's what you can expect:

• A collaborative, values-driven team environment
• Opportunities for professional growth and exposure across diverse projects
• Flexible work arrangements (2 days in-office)
• 14 weeks of company-paid parental leave for all parents
• Multi-dimensional wellbeing program that is run by our people for our people;
• Personalised learning journeys to help you grow your capabilities and unlock your potential
• The chance to make a meaningful impact on employee experience and organisational performance

To be considered for this role, please include a cover letter answering the following two questions:

• Question: Can you describe a situation where you automated a repetitive IT support task or business process using AI?
• Question: Do you have hands-on experience building custom AI agents using Copilot Studio or ChatGPT's Custom GPTs? Please briefly describe any agents you've created.

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au

As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesHospitals and Health Care

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