Service Desk Analyst

Melbourne VIC

Job details

Job Type
Shift and Schedule
Shift work
On call

Job Description

Location: Melbourne | Western Metropolitan

Job type: Full time

Organization: Western Health

Salary: Salary not specified

Occupation: IT and Telecommunications

About Us

Our workforce of over 11,000 employees are driven by our values of ‘Compassion, Accountability, Respect, Excellence and Safety’ (CARES). We value our people and provide them the opportunity to grow and develop. Our teams are friendly and supportive, ensuring we deliver a safe, person-centered and connected patient experience.

Western Health is in a period of rapid growth. Our services comprise of four acute public hospitals: Foot scary Hospital, Sunshine Hospital (including Joan Kerner Women’s and Children’s), Williamstown Hospital and Bacchus Marsh & Melton Hospital. We also operate Sunbury Day Hospital, Hazelden, Grant Lodge Residential Aged Care, as well as community health centers in Melton, Caroline Springs and Bacchus Marsh and a range of community-based services. We care for a diverse community of more than 1 million people with complex care needs ranging from neonates to geriatrics.

Our employees enjoy a wide range of benefits such as:

  • Professional development support
  • Career advancement opportunities
  • Salary packaging including novated vehicle leasing
  • Work-life balance

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.

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.

All appointments are made subject to a satisfactory Police Record Check, an Immunization status clearance and (if applicable) a Working with Children’s Check.

About the Role

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 predominately a phone based role responsible for the provision of first line ICT Support to Western Health. This includes the support of, however not limited to, communications technologies, desktop support and configuration, and supporting various clinical & non-clinical applications such as Cerner EMR and the Patient Admission system (IPM).

As part of this role, there is a requirement to work through a rotational on-call roster to provide after-hours coverage as required. The role requires knowledge and hands-on experience in using an ITIL (Information Technology Infrastructure Library) based IT Service Management (ITSM) system such as Cherwell. 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 (WH) staff who may encounter ICT issues or problems (remotely), need help configuring or operating end-user technology devices, and other similar request that may arise. This position will also be responsible for lifecycle account management for end-users of clinical systems at Western Health, including but not limited to Western Health’s Cerner EMR and Patient Administration System (IPM).

Flexibility to work throughout Western Health’s catchment region as necessary and to work outside normal business hours is integral to this role as is the ability to work under broad direction with minimal supervision.

The role acts as a key conduit between the technical operations team, end-users, or the various managerial/supervisory/administrative staff within Western Health who request new personnel.


Western Health offers a wide range of benefits such as:

  • Work-life balance
  • Professional development and career advancement opportunities
  • Salary packaging including novated vehicle leasing
  • Discounted Onsite car parking
  • Onsite fitness clubs
  • Culturally safe and respectful environment
  • Access to an Employee Assistance Program

Important Note

Dear job seekers,
If you want to secure your desired job, it’s crucial to have a favorable assessment of your skills. This report can be a potent tool that distinguishes you from other candidates and gives you a competitive advantage in the job market.

Nowadays, many companies prefer candidates with a proven track record of performance, as reflected in their skill evaluation report. By highlighting your competencies and strengths in this report, you can demonstrate your potential to be an invaluable asset to any organization.
Whether you’re seeking a new job or aiming to advance in your current profession, dedicating time and effort to improving your skills and acquiring a positive skill evaluation report can yield significant benefits. Therefore, make sure to avail yourself of every opportunity to showcase your abilities and expertise, and don’t shy away from seeking feedback and constructive criticism to enhance your performance.
Keep in mind that a favorable skill evaluation report can make a significant difference in obtaining your desired job, so don’t undervalue its importance. Continue to work diligently, maintain your focus and positivity, and you’ll be well on your way to achieving your objectives.
We wish you the best of luck in your job search!

Some references to evaluate your skills:⭐⭐⭐⭐⭐

To apply for this job email your details to

Job Overview
Job Location