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Service Desk Analyst and Administrator Epworth · Richmond, VIC, au
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Epworth

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Service Desk Analyst and Administrator

🗓️ Posted 2026-09-11 Richmond, VIC, au Full-time Hybrid ICT
💰 Salary Not shared 📊 Market A$5,000–A$6,500/mo

About the Company

Epworth HealthCare is Victoria's largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation. Epworth is an innovator in Australia's health system, embracing the latest in evidence-based medicine to pioneer treatments and services for our patients. At Epworth, we are united in our commitment to fostering a diverse and inclusive workplace-one that is culturally safe and respectful of the enduring cultural and spiritual connections of our people. We value all differences, ensure equitable practices, and empower individuals to lead and learn inclusively in their everyday interactions. Our goal is to create an environment where everyone feels a genuine sense of belonging. Our values and purpose define Epworth's approach and delivery. We pride ourselves on communicating and delivering them in a real and meaningful way. Every Patient Matters.

About the Role

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, on site 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, high touch 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 customer centred 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 site specific improvement.

Responsibilities

  • ● Provide first and second level technical support for end users, resolving incidents and service requests in line with SLAs via all channels.
  • ● Troubleshoot hardware, software, network, and access issues, ensuring clear communication and timely follow through.
  • ● Ensure data accuracy, process compliance, and consistent use of ITIL-aligned practices.
  • ● Escalate complex issues to appropriate resolver groups with complete and accurate trouble shooting information.
  • ● Ensure all critical incidents are promptly escalated and managed in alignment with the Major Incident process.

Requirements

  • ● Relevant IT qualification, certificate, or equivalent industry experience.
  • ● Demonstrated experience providing technical support in a service desk or customer facing IT environment.
  • ● Proven experience in first and/or second level IT support, including incident and request management.
  • ● Experience supporting end users across multiple channels.
  • ● Demonstrated ability to troubleshoot hardware and software.
  • ● Strong customer service mindset with a proactive, solutions focused 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.

Benefits

  • ● Salary package
  • ● Access to a community and sense of belonging
  • ● Opportunity to be part of an organisation and team that works to make sure that every patient matters