Service Desk Analyst and Administrator

The purpose of this position is for full operational accountability for the technology environment across each dedicated site ensuring that all technology services operate reliably efficiently and in alignment with organisational standards. Providing visible onsite support and maintaining a consistent presence across assigned locations to drive service excellence operational readiness and rapid response to emerging issues the core focus of the role is to deliver exceptional hightouch support to doctors ensuring technology is always ready for surgeries consultations and clinical workflows.

By anticipating needs resolving issues quickly and maintaining strong relationships with VMOs JMOs and medical students the position directly contributes to safe efficient patient care and zero avoidable clinical disruption. To champion a customercentred service culture whilst ensuring all staff receive timely professional support and that onboarding experiences for new employees and doctors are seamless and fully prepared this position strengthens trust improves communication and supports the smooth delivery of technology changes deployments and sitespecific improvement.

You will make an impact by:

• Providing first and secondlevel technical support for end users resolving incidents and service requests in line with SLAs via all channels (phone portal email walkins etc.)
• Troubleshooting hardware software network and access issues ensuring clear communication and timely followthrough.
• Ensuring data accuracy process compliance and consistent use of ITIL-aligned practices. Ie. category subcategory priority affected service troubleshooting notes resolution notes customer updates etc.
• Escalating complex issues to appropriate resolver groups with complete and accurate trouble shooting information.
• Ensuring all critical incidents are promptly escalated and managed in alignment with the Major Incident process.

Position Description

Qualifications :

You will bring:

• Relevant IT qualification certificate or equivalent industry experience (e.g. Certificate III/IV in IT Diploma in IT or similar).
• Demonstrated experience providing technical support in a service desk or customerfacing IT environment.
• Proven experience in first and/or secondlevel IT support including incident and request management.
• Experience supporting end users across multiple channels (phone portal email walkins).
• Demonstrated ability to troubleshoot hardware software
• Strong customerservice mindset with a proactive solutionsfocused approach.
• Ability to build positive relationships with colleagues clinicians and stakeholders.
• Commitment to confidentiality integrity and safe handling of sensitive information.
• Adaptability resilience and willingness to learn in a dynamic environment.

Additional Information :

Why Join Epworth

At Epworth its a community.

Its the sense of belonging and being part of an organisation and a team that works to make sure that every patient addition to this you will have access to:

• Salary package up to $15900 pre-tax annually leading to greater take home pay
• The largest educational scholarship program of its kind in Australia
• Ability to purchase up to four additional weeks of leave
• Reduced cost of health services for you and your family at Epworth
• Relocation assistance is available for approved candidates

We welcome applicants from all backgrounds. This includes First Nations peoples people with disability mature-age and young job seekers members of the LGBTIQA community and individuals from all cultural backgrounds. We are committed to providing an equitable inclusive and barrier-free recruitment experience for everyone.

If you need support during the application process or would like to discuss reasonable adjustments we encourage you to let us know what you need to participate fully and confidently. We understand that sharing your needs can feel daunting so please know that any information you provide will be treated with the utmost confidentiality and respect.

Ready to Make a Difference

To apply click the Im Interested button to attach your CV and cover letter.

For more information about the role refer to the attached position description or contact  or call (03).

Please Note:  Applications are reviewed as received. Dont waitthis role may be filled before the closing date.

Apply now weve over 8000 perspectives at Epworth and were ready to welcome yours!

It is a condition of employment with Epworth HealthCare subject to reasonable exemptions that you have had an annual Influenza vaccination where this is required under Epworth policy.

As a child safe organisation all successful applicants are required to satisfactorily clear a National Police Check (conducted by Epworth) and may be required to hold a valid employee Working with Children Check (provided by you).

At Epworth we believe inclusion and diversity are essential to our culture and values. We focus on fairness and opportunity for all across race ability ethnicity gender age sexuality cultures and beliefs that reflect the communities we work in. At Epworth we care.

Remote Work :

No

Employment Type :

Full-time