Description

LEADERSHIP & ACCOUNTABILITY

- Take personal ownership of tickets and customer outcomes.

- Represent the D&T; service function with professionalism, empathy, and urgency.

- Adhere to cyber, privacy, and compliance standards in all support activities.

PEOPLE LEADERSHIP & DEVELOPMENT

- Contribute to a positive, collaborative, and knowledge-sharing team culture.

- Participate in onboarding and peer mentoring of new Service Desk colleagues.

STRATEGY & EXECUTION

- Support the implementation of service improvement initiatives as directed by leadership.

- Follow processes aligned to SVHA’s digital and clinical service objectives.

STAKEHOLDER & RELATIONSHIP MANAGEMENT

- Provide timely, transparent, and respectful communication with end users.

- Build strong relationships with clinical, corporate, and technical stakeholders.

FINANCIAL & RESOURCE MANAGEMENT

- Ensure all tickets and assets are recorded accurately to support audit and lifecycle reporting.

GOVERNANCE, RISK & COMPLIANCE

- Apply safe handling of user data and system access credentials.

- Follow established password management and MFA policies, and promote cyber safe practices during user support.

- Ensure awareness of IT security standards and participate in ongoing compliance activities where relevant.

- Escalate security incidents or access anomalies immediately.

OPERATIONS & SERVICE MANAGEMENT

- Participate in ITIL-aligned service desk practices, particularly incident, request, and knowledge management processes.





- Provide first-level diagnosis and resolution for IT incidents and service requests via phone, email, portal and chat.

- Support common infrastructure and networking issues such as VPN, DNS, DHCP, and TCP/IP connectivity.

- Assist with endpoint imaging, backup/restoration workflows, and mobile device troubleshooting.

- Troubleshoot issues across Windows 10/11, Microsoft Office, Outlook, Microsoft Teams, printers, and network connectivity.

- Support basic account management functions including password resets, MFA configuration, user onboarding/offboarding, and permissions.

- Use tools such as ServiceNow, Microsoft 365 Admin, Intune, and Active Directory to support users.

- Provide support across Windows, macOS, and mobile platforms where required.

- Provide remote and onsite technical support including walk-up assistance where applicable.

- Assist with device provisioning, testing, and triage of endpoint issues.

- Maintain high first contact resolution (FCR) and service level adherence.

INCIDENT MANAGEMENT

- Log, prioritise, and manage incidents using the ITSM platform.

- Escalate unresolved issues in line with documented procedures.

INNOVATION, RESEARCH & KNOWLEDGE

- Contribute to and maintain Service Desk knowledge base articles.





- Ensure all incident resolutions and workaround steps are documented accurately and shared in line with knowledge management practices.

- Research and apply emerging service desk tools or improvements (e.g. chat support, automation, Power Automate flows).

- Participate in continuous improvement initiatives to enhance user experience and ticket quality.

- Identify recurring issues and recommend process improvements.

PROCESS & PERFORMANCE MANAGEMENT

- Meet individual KPIs around ticket handling, response times, and customer satisfaction.

- Contribute to the quality and consistency of documentation, including detailed ticket notes and reusable knowledge articles.

- Ensure accurate ticket categorisation and documentation.

EXTERNAL ENGAGEMENT & PARTNERSHIPS

- Liaise with external vendors when required for warranty, licensing, or service escalation.

- Support communication with third-party clinical application providers or telecom partners as needed.

for warranty, licensing, or service escalation.

CULTURE & VALUES ALIGNMENT

- Demonstrate compassion, respect, and service excellence in every interaction.

- Contribute to an inclusive and supportive team aligned with SVHA’s mission.

ON-CALL & CLINICAL TECH RESPONSIBILITIES

- Participate in after-hours roster where required.

- Log and escalate clinical technology incidents with urgency and clarity.

Closing Date:29 June 2027 11:59pmReconciliation Action Plan:Code of Conduct:

Required Skill Profession

Computer Occupations

📌 Service Desk Analyst (NSW) (Sydney)
🏢 St Vincent’S Health Australia
📍 Sydney