Service Desk Analyst

Requisition No: 5736
- Executive Division: Chief Financial Officer
- Division: Digital Technology Services
- Program: Service Management Office
- Department: DTS Service Desk
- Enterprise Agreement: Varied Health and Allied Services, Managers and Ad
- Job Function: Administration & Leadership
- Project:
**Service Desk Analyst**
- **Location**: Footscray Hospital
- **Employment Type**:Full Time, Ongoing
- **Salary**: Admin Grade 2 + Superannuation + Salary Packaging

**About the role**

As a Service Desk Analyst, you will be the first point of contact for our valued staff, providing expert troubleshooting and problem-solving skills to resolve a wide range of technical issues. Your exceptional communication skills will shine as you guide end-users through complex technical concepts in a clear and concise manner, ensuring their understanding and satisfaction.

**Key responsibilities**:
As part of this role, there is a requirement to work through a rotational on-call roster to provide after-hours coverage as required. The role requires knowledge and hands-on experience in using an ITIL (Information Technology Infrastructure Library) based IT Service Management (ITSM) system such as Cherwell. On a day to day basis, the DTS Service Desk Analyst will work within a team environment in the SMO section of Digital Technology Services (DTS) which manages the DTS Service Desk for Western Health.

A key function of this role is to provide support and assistance to Western Health (WH) staff who may encounter ICT issues or problems, need help configuring or operating end-user technology devices, and other similar request that may arise. This position will also be responsible for lifecycle account management for end-users of clinical and non-clinical systems, including but not limited to Western Health’s Cerner EMR and Patient Administration System (iPM).

The role acts as a key conduit between the technical operations team, end-users, or the various managerial/supervisory/administrative staff within Western Health who request new personnel.

**About you**:

- Customer Service Excellence - Exceptional customer service skills are vital, including active listening, empathy, patience, and the ability to effectively communicate technical concepts to non-technical users
- Problem-Solving Abilities - Strong problem-solving and critical-thinking skills enable them to identify root causes, explore alternative solutions, and implement effective troubleshooting techniques.
- Time Management and Prioritisation - Ability to balance urgency with thoroughness to ensure timely and efficient issue resolution.
- Adaptability and Learning Agility - Ability to adapt to rapidly evolving environment and open to learning new technologies and concepts is crucial

**Position Description**

**About Western Health**

Western Health is one of the largest healthcare providers in Victoria, caring for a vibrant, diverse and rapidly growing community of one million people in Melbourne’s western suburbs.

With more than 13,000 staff, Western Health delivers 800,000+ occasions of care every year, providing high-quality, person-centred care across every life stage.

We provide a combination of hospital, community-based, at-home and in-reach services to aged, adult and paediatric patients and newborn babies. Specialties include oncology, renal, mental health, women’s health and maternity, chronic diseases, geriatrics and cardiology.

We have remarkable strengths in chronic disease, complex care and developing innovative and sustainable healthcare solutions. Our experience at the coalface of healthcare delivery for some of Australia’s most culturally and socioeconomically diverse and vulnerable populations provides us with unique insights into the most pressing health challenges.

Western Health operates four acute public hospitals: Sunshine Hospital (including Joan Kirner Women’s and Children’s), Footscray Hospital, Williamstown Hospital and Bacchus Marsh Hospital. We also operate Sunbury Community Hospital, Sunshine Mental Health and Wellbeing Centre, Melton Health and Community Services, Bacchus Marsh Community Health Centre, Caroline Springs Community Health Centre and Grant Lodge Residential Aged Care in Bacchus Marsh. Western Health also provides the primary healthcare service at the Dame Phyllis Frost Centre, a women’s prison located in Ravenhall.

**Why join us?**

**Compensation and benefits**
- Competitive salary packages aligned with market standards.
- Health and wellbeing programs, including flexible work arrangements.
- Scholarships and grants to support your continuous learning journey.

**Learning and development opportunities**
- Access the Western Health Learning Academy (WHA) for personalised learning pathways.
- Professional growth programs, including postgraduate studies and clinical education.
- Mentorship and career support.

**Community impact and inclusion**
- Make a meaningful difference in patients’ lives through compassionate care.