Senior Service Desk Analyst

3 days ago

Port Melbourne Victoria, Australia Hills Limited Full time $80,000 - $120,000 per year

Join a Purpose-Driven Team Supporting Australian Healthcare

At Hills Health Solutions, we're proud to support Australia's healthcare system through critical patient care technologies. When you work with us, you directly contribute to safer, more connected hospitals, aged care facilities, and healthcare services across the country.

We value people who take ownership, care about the customer experience, and love solving problems. If you're a skilled Senior Service Desk professional who wants to make a real impact—not just close tickets—this is your next step.

Why Hills Health?

Meaningful Work – Every ticket solved helps hospitals deliver better patient care

Growing Australian Healthcare Tech Leader – Join a trusted name with national scale

Supportive Team Culture – Collaborative, respectful, and focused on learning

Professional Development – Access to certifications, training pathways & career progression

Flexible & Balanced Work Environment – Hybrid work options + focus on wellbeing

Be Heard & Make an Impact – We empower our people to improve how we work

Values-Driven Organisation – We celebrate teamwork, accountability, and innovation

At Hills, you're part of something bigger

The Role

You'll play a key role in delivering high-quality support, managing escalations, and ensuring seamless service to our healthcare partners. You'll be the dedicated expert our customers trust, and the dependable teammate who helps keep our service operations running smoothly.

Key Responsibilities


• Respond to and resolve Level 2 support requests and escalations


• Manage high-priority incidents, communication bridges, and post-incident reviews


• Assist with project handovers and service transitions


• Maintain CMDB updates and accurate asset records


• Support invoicing accuracy and service reporting


• Contribute to knowledge base and continuous improvement


• Collaborate with IT Operations, Field Technicians & Customer Service teams

What You Bring


• Solid experience in a Level 2 Service Desk or technical support role


• Strong customer focus and communication skills


• Ability to manage incidents, prioritise tasks, and follow ITIL processes


• Attention to detail with documentation, asset management, and ticketing


• Proactive mindset and commitment to improving our service delivery

Qualifications


• Certificate or Diploma in IT, Business, or equivalent experience


• ITIL Foundation (required)


• Experience with CMDB/service desk tools (Odoo, ServiceNow, iTop or similar)


• ITIL Practitioner or Incident Management experience (advantageous)

Police check required for healthcare security compliance

Apply Today

Bring your technical expertise, your customer-first mindset, and your passion for contributing to something meaningful.

Apply now and grow your career with Hills Health

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