Service Desk Analyst

Full Time - Exempt (up to 12 Months)
- 38 hour working week within a flexible hybrid work model
- Opportunity to work from our offices at Chatswood or Charlestown
- Attractive salary, $69,810.00 to $75,251.00 + 11.5% Super and annual leave loading
- Join the team enriching health in millions of ways every day through digital innovation

**About us**

Working at eHealth NSW is more than a job. Every day, we set out to design, build, and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

**Come work with us**

We have exciting opportunities in the StateWide Service Desk (SWSD) for Service Desk Analysts.

The focus for the team is to provide a positive and timely customer experience for end users by delivering knowledge, understanding and action of ICT incidents and requests for service. We have a hybrid work model which means you can primarily work remotely by staying in contact with your colleagues over MS Teams for support and collaboration or coming into an office for those moments that matter.

The focus for the role is to strive for a resolution at first point of contact whilst providing a positive customer experience utilising a comprehensive knowledge base along with your analytical and problem-solving skills.

For more information, read the **full Role Description.**

**What you will do**

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

- Provide customer service and support skills in response to IT queries and issues to minimise the impact and loss of productivity to end users both clinical and corporate
- Manage competing priorities between inbound phone calls and queue management tasks within our enterprise ticketing system of ServiceNow to ensure services are delivered within expected time frames
- Provision IT accounts and access in line with security and approval processes within eHealth NSW
- Clearly and accurately document end user experience, activities, and analysis within our StateWide enterprise ticketing system as a single source of truth
- Contribute to organisational context and understanding by identifying areas where existing documentation can be updated or created

Contribute to organisational context and understanding by identifying areas where existing documentation can be updated or created.

**About you**

The skills, knowledge and experience we are looking for in you are:

- Experience in a customer service environment supporting the delivery of products and services, preferably in an ICT environment
- Critical thinking abilities and awesome problem-solving skills
- Ability to work collaboratively within a large team towards common goals
- A positive attitude, and the desire to share insights, experience and knowledge
- If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you._

**Benefits working with eHealth**

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace. We support our people with great benefits so they can support the patients and staff of NSW Health. These include:

- Flexible work options
- Skills and leadership development training programs
- Allocated day off per month
- Salary packaging
- Health and wellbeing programs

More information about these benefits, can be found at Benefits | eHealth NSW.

**Valuing diversity and inclusion**

For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion Strategy.

**How to apply**
- The StateWide Service Desk offers first level ICT support in a busy and fast paced environment. Describe in your own words how your skills and experience can contribute to providing exceptional support to our customers.
- Having a customer centric approach at eHealth NSW is fundamental to what we do. Describe in your own words why you have a passion for exceeding customer service expectations.
- Are you available to work shift work?

**Applications close: Monday 25th November 2024**

**Additional information**
- This recruitment will contain an assessment centre process including various rounds of tasks and activities
- 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 (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).
- 'Exempt' is defined as a fixed term contract with a length greater than 13 weeks.

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