Service Desk Analyst

2 weeks ago

Melbourne, Victoria, Australia Australian Health Practitioner Regulation Agency (Ahpra) Full time

**Job no**: V14417
**Work type**: Ongoing Full Time
**Location**: Melbourne
**Categories**: Information Technology
- Full time, permanent position
- 5 days in office
- Commencing immediately

The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.

The Service Desk Analyst is an active member manning and operating the service desk, is a point of contact for IT Service Management, the continual monitoring of live systems, the processing of incident tickets related to service interruptions and the actioning of access and service requests.

This is a full time, permanent position located in our Melbourne Office

**In this role you will**:

- Allocate, manage, and finalise all service desk requests via channels including phone, service portal or in person
- Provide customer focused phone-based IT support to Ahpra staff
- Proactively and regularly inform customers on the progress of their service request and ensure requests are completed in line with service level agreements or escalate accordingly.
- Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.
- While it is not a requirement, ITIL knowledge is desirable
- Experience in Incident Management, Access Management, Service Requests Management and general Service Desk management processes, procedures and policies
- Business knowledge and ability to understand vendor strategies and product roadmaps
- Sound understanding of Desktop support Windows 10
- Sound understanding of Active Directory, DNS, DHCP, and group policy
- Understanding of Office 365 technologies and concepts behind Exchange
- Solid understanding of networking (switching, routing, VLAN, WLAN, WAN, VPNs)
- Familiarity of physical computer components

**What we offer**
- Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team
- 17.5% leave loading
- You will receive a company laptop
- Professional development opportunities, including Linkedin Learning licenses
- Salary packaging arrangements including novated leasing and education expenses
- Discounted health insurance with Private Health
- Attractive salary of $76,333 per annum ($79,577 post 7 July 2025) plus Superannuation

**We will be shortlisting throughout the advertising period and should we identify suitable applicants, we may cease advertising early.**

**To apply**:

- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
- Applications Close: 11.30pm Friday 2 May 2025

With respect, no agencies please

**Advertised**: 28 Apr 2025 AUS Eastern Standard Time
**Applications close**: 02 May 2025 AUS Eastern Standard Time

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