Service Desk Analyst

• Location: Footscray Hospital
• Employment Type: Full Time, Ongoing
• Salary: HS2

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 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, 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 and non-clinical systems, including but not limited to Western Health’s Cerner EMR and Patient Administration System (iPM). 

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.

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 them 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 rapidly evolving environment and and open to learning new technologies and concepts is crucial 

Position Description

About Western Health

Western Health is one of the largest healthcare providers in Victoria, caring for a vibrant, diverse and rapidly growing community of one million people in Melbourne’s western suburbs. 

With more than 13,000 staff, Western Health delivers 800,000+ occasions of care every year, providing high-quality, person-centred care across every life stage.

We provide a combination of hospital, community-based, at-home and in-reach services to aged, adult and paediatric patients and newborn babies. Specialties include

oncology, renal, mental health, women’s health and maternity, chronic diseases, geriatrics and cardiology.

We have remarkable strengths in chronic disease, complex care and developing innovative and sustainable healthcare solutions. Our experience at the coalface of healthcare delivery for some of Australia’s most culturally and socioeconomically diverse and vulnerable populations provides us with unique insights into the most pressing health challenges.

Western Health operates four acute public hospitals: Sunshine Hospital (including Joan Kirner Women’s and Children’s), Footscray Hospital, Williamstown Hospital and Bacchus Marsh Hospital. We also operate Sunbury Community Hospital, Sunshine Mental Health and Wellbeing Centre, Melton Health and Community Services, Bacchus Marsh Community Health Centre, Caroline Springs Community Health Centre and Grant Lodge Residential Aged Care in Bacchus Marsh. Western Health also provides the primary healthcare service at the Dame Phyllis Frost Centre, a women’s prison located in Ravenhall.

Why join us?

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.

Ready to make an impact?

Simply click on the “apply” button and follow the prompts.

If you are currently employed at Western Health, please ensure you sign in through the 'Employee Login' via the external Careers Page or access the Careers Page via the intranet before applying.

Closing date: 11:59pm on 29 July 2025.

Enquiries: For further information about this role, contact Vanessa Mape (Team Leader - Service Desk) via Vanessa.Mape@wh.org.au.

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 Immunisation Status Clearance and a Working with Children Check (if applicable).

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