Service Desk Analyst

3 days ago

Melbourne, Victoria, Australia Western Health Australia Full time

Requisition No: 4025
- 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:
**About the Role**

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 (remotely), 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 systems at Western Health, including but not limited to Western Health's Cerner EMR and Patient Administration System (iPM).

Flexibility to work throughout Western Health's catchment region as necessary and to work outside normal business hours is integral to this role as is the ability to work under broad direction with mínimal supervision.

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.

**Culture**

**Position Description**

**Applications close at 11:59pm on 9 May 2025.**

**About Us**

Our workforce of over 13,000 employees are driven by our values of 'Compassion, Accountability, Respect, Excellence and Safety' (CARES). We value our people and provide them the opportunity to grow and develop. Our teams are friendly and supportive, ensuring we deliver a safe, person-centred and connected patient experience.

Western Health is in a period of rapid growth. Our services comprise of four acute public hospitals: Footscray Hospital, Sunshine Hospital (including Joan Kirner Women's and Children's), Williamstown Hospital and Bacchus Marsh & Melton Hospital. We also operate Sunbury Day Hospital, Grant Lodge Residential Aged Care, as well as community health centres in Melton, Caroline Springs and Bacchus Marsh and a range of mental health and community-based services. We care for a diverse community of more than 1 million people with complex care needs ranging from Neonates to Geriatrics.

Our employees enjoy a wide range of benefits such as:

- Professional development support
- Career advancement opportunities
- Salary packaging including novated vehicle leasing
- Work-life balance

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.
- If you are currently employed at Western Health, please ensure you sign in through the 'Employee Login' via the external Careers Page or access the Careers Page via the Intranet before applying._

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