Service Desk Analyst

Role Summary

• Location: Footscray Hospital
• Employment Type: Full-Time, Ongoing
• Salary: Admin Grade 2 + Superannuation + Salary Packaging

About the role

As a Service Desk Analyst, you will be the first point of contact for our valued staff, providing expert troubleshooting and problem solving skills to resolve a wide range of technical issues. Your exceptional communication skills will shine as you guide end users through complex technical concepts in a clear and concise manner, ensuring their understanding and satisfaction.

Key responsibilities

This position is responsible for the day to day resolution of incidents and requests received via the web portal, email and phone, including logging and updating of all calls into the IT Service Management system. The position is predominantly a phone based role responsible for the provision of first line ICT Support to Western Health, including support of communications technologies, desktop support, configuration, and various clinical & non clinical applications such as Cerner EMR and the Patient Admission system (iPM). There is also a requirement to work through a rotational on call roster to provide after hours coverage as required. Knowledge and hands on experience with an ITIL based IT Service Management system such as Cherwell is required. 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 staff who may encounter ICT issues or problems, need help configuring or operating end user technology devices, or have other similar requests that may arise. This position will also be responsible for lifecycle account management for end users of clinical and non clinical systems, including Western Health's Cerner EMR and Patient Administration System (iPM).

About you

• Technical Proficiency - A strong understanding of IT principles, computer hardware, software applications, and networking concepts is crucial.
• Customer Service Excellence - Exceptional customer service skills are vital, including active listening, empathy, patience, and the ability to effectively communicate technical concepts to non technical users.
• Problem Solving Abilities - Strong problem solving and critical thinking skills enable you to identify root causes, explore alternative solutions, and implement effective troubleshooting techniques.
• Time Management and Prioritisation - Ability to balance urgency with thoroughness to ensure timely and efficient issue resolution.
• Adaptability and Learning Agility - Ability to adapt to a rapidly evolving environment and be open to learning new technologies and concepts is crucial.

Compensation and benefits

• Competitive salary packages aligned with market standards.
• Health and wellbeing programs, including flexible work arrangements.
• Scholarships and grants to support your continuous learning journey.

Learning and development opportunities

• Access the Western Health Learning Academy (WHA) for personalised learning pathways.
• Professional growth programs, including postgraduate studies and clinical education.
• Mentorship and career support.

Community impact and inclusion

• Make a meaningful difference in patients' lives through compassionate care.
• Join a workforce that champions diversity and inclusion.
• Engage in community wellbeing initiatives and groundbreaking healthcare research.

Organisational culture and environment

• Thrive in a collaborative, compassionate and innovative team environment.
• Be part of a culture that celebrates continuous improvement and excellence in healthcare.

Closing date

Closing date: 11:59pm on 1 June 2026.

Enquiries

For further information about this role, contact Vanessa Mape (Manager - Service Desk) via .

Equal opportunity

Western Health is an equal opportunity employer committed to attracting and retaining diversity in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people.

Safety and checks

All appointments are made subject to a satisfactory Police Record Check, an Immunisation Status Clearance and a Working with Children Check (if applicable).

Psychosocial safety

Western Health is committed to the psychosocial safety of all applicants and employees.

Recruiter policy

Western Health does not accept unsolicited resumes/applications from recruitment agencies.

Traditional custodians

Western Health acknowledges the Traditional Custodians of the land and pays our respects to Elders past, present and emerging. We celebrate, value and include people of all backgrounds, genders, sexualities, cultures, bodies and abilities.