Service Desk Analyst

Employment Type: Permanent full time

Salary: $72,000 + Superannuation

Location: Richmond (VIC)

Upload with Application: Resume, cover letter, and all relevant qualifications

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we’re on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us as at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

At Mercy Health, you’ll become part of a proud history built on over 100 years of expertise, skill and care. As a Customer Care Officer, you’ll use your problem-solving skills to help achieve even more for all who need us.

What you’ll bring
It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you’ll find you can build something here and find your place in a team of 10,000 hearts.

Key Responsibilities:
- Provide 1st level remote and in person Information Technology and Telecommunications support to Mercy Health staff and facilities.- Triage and action customer queries, incidents, problems, and requests; gather information and problem description; attempt to resolve problem and if unable to, refer unresolved calls to 2nd level support teams; log and close calls via the ServiceNow service desk tool.- Participate in 1st level After Hours support roster.- Participate in Information Technology Projects as assigned by the Service Desk and Technical Support Manager.- Achieve minimum personal NPS score (and team NPS score) as assigned by the Service Desk and Technical Support Manager.- Other duties as defined assigned by the Service Desk and Technical Support Manager.

To thrive in this role, you will have:
- Strong Problem-Solving Skills - The ability to quickly diagnose and resolve technical issues, often under pressure, is essential in this role.- Effective Communication - Clear, concise communication is crucial for interacting with users of varying technical proficiency and explaining solutions in a user-friendly (non tech jargon) way.- Customer Service Orientation - A strong commitment to helping staff, with patience and empathy.- Excellent Time Management - The ability to prioritise tasks, handle multiple requests efficiently, and meet deadlines in a fast-paced environment. Managing daily workloads and minimising downtime for staff is key.

You will also be required to provide evidence of, or in the process of obtaining:
- Unrestricted working rights.- A current Police Record Check- Proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.
- We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture._
- We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present._