Service Desk Analyst

Service Desk Analyst (Senior Computer Operator Grade 1)

• Temporary Full-Time Exempt for up to 12 months
• WFH flexibility with office visits when required work-life balance
• Attractive salary, from $75,143 + 12% Super + 17.5% annual leave loading
• Accrue up to 12 extra days off per year + 4 weeks annual leave
• Increase your take home pay with salary packaging, meal allowance, fitness passport and more
• Join the team enriching health in millions of ways every day through digital innovation

Applications Close: 11:59 pm, Wednesday 18th February 2025
 

About Us – eHealth NSW
At eHealth NSW, we’re leading the digital transformation of Australia’s largest health system. As NSW Health’s digital centre of excellence, we design, build and support world-class ICT solutions that improve patient care across the state.
 

Guided by a Cloud First Strategy, we’re harnessing digital technology to provide better patient care and deliver scalable, quality, patient-centred, digital healthcare. With your skills and experience, you can help enrich the lives of millions while developing your career within Australia’s largest health organisation—alongside passionate tech professionals, health partners and industry leaders building solutions that truly make a difference.
 

About the Opportunity
As Service Desk Analysts of our StateWide Service Desk at eHealth NSW, you will help make a real difference in healthcare through delivering a positive and timely customer experience by resolving ICT incidents and service requests.
This role offers the opportunity to support the delivery of a range of ICT applications, products and services including core clinical systems, infrastructure, security, workforce, and business management systems, you will help NSW Health to meet the needs of the community it serves.
 

As an integral member of our 24x7 extended hours Service Desk team, you will:

• Deliver responsive and effective customer service by addressing ICT queries and issues promptly, minimising downtime and ensuring continuity of end user productivity in both clinical and corporate settings
• Balance competing priorities across inbound phone calls and ticketing system queue management, consistently meeting service delivery expectations and timeframes
• Provision IT accounts and access in strict alignment with organisational security protocols and approval workflows, safeguarding system integrity
• Maintain clear, accurate, and comprehensive documentation of end user interactions, troubleshooting activities, and analysis within the ticketing system, ensuring a reliable transparent source of truth
• Enhance organisational knowledge by proactively identifying gaps in existing documentation and contributing to the creation or improvement of internal resources

About You

• Availability to work overnight shifts on a 24/7 rotating roster, including weekends and public holidays, is essential.
• Proven experience in customer service roles, supporting the seamless delivery of products and services, ideally within ICT environments, while maintaining a strong focus on end user satisfaction and operational efficiency
• Strong critical thinking and advanced problem-solving capabilities, with a proactive approach to diagnosing issues and implementing effective solutions
• Skilled in collaborative teamwork, contributing positively within large, dynamic teams to achieve shared objectives and drive collective success
• Energetic and optimistic mindset, coupled with a genuine enthusiasm for sharing insights, experiences, and knowledge to uplift team performance and foster continuous learning

Need more information?

• Position description
• Find out how we hire at eHealth NSW
• Check out our diversity and inclusion commitment
• Learn more about us at eHealth NSW

Working at eHealth
Our people are at the heart of who we are. We support our people with great benefits so they can enrich health in millions of ways every day:

• Flexible work options
• Professional growth and career development
• Allocated day off per month
• Salary packaging
• Various health and wellbeing programs to support our team

How to apply
To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responding to the following:

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we’re eager to see your personality and get to know the real person behind the application!

For further discussions around the role or recruitment process, including adjustments, please contact our Talent Advisor at Sarah.Souter@Health.nsw.gov.au or Hiring Manager, Josh Hambly at Josh.Hambly@health.nsw.gov.au and quote REQ639268.
 

We will review all applications after the closing date. If your application is successful, you may be invited to take part in additional assessments as part of the recruitment process.
 

Additional information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• To be eligible for this role you must have current Australian work rights as an Australian citizen, permanent resident, or New Zealand citizen with a current passport.
• 'Exempt' is defined as a fixed term contract with a length greater than 13 weeks.