Service Desk Analyst
Service Desk Analyst
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Job Description
- 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 phonebased 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 uptodate information to support selfserve and other assignment groups to efficiently resolve problems/issues.
You can read more in the attached role description: Service Desk Analyst (CL3 July
As the ideal candidate you will demonstrate the following:
- 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
- Basic use of all Office applications and some understanding of how to support them
- 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 $76333 per annum $79577 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:
- Click Apply for this job to submit your application. Email applications will not be accepted.
- Your application must include a cover letter current resumeand maximum 2 page document addressing the Experience section of the Role Description
- 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
- Offer of employment will be subject to successful background (preemployment screening) and Criminal History checks.
- For any queries or a confidential discussion regarding this position please contact Recruitment team via email at
- Applications Close: 11.30pm Friday 2 May 2025
Offer of employment is subject to successful background (preemployment screening) and Criminal History checks.
Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply particularly people of Aboriginal and Torres Strait Islander heritage and those who may experience diversity or disability related barriers in securing employment. If you have any support or access requirements we encourage you to advise us at time of application.
With respect no agencies please
Required Experience:
IC
Employment Type
Full-Time
