Job Description

n

n

n

Service Delivery Analyst

n

n
- Progress with purpose at one of Australia's largest health care providers
n
- Get ahead with salary packaging, benefits and career development in a supportive team environment
n
- Permanent full time opportunity
n
- Location: Melbourne CBD
n

n

n

About the role

n

The Service Delivery Analyst provides frontline Technology support, resolving incidents and service requests efficiently while delivering a consistent and positive experience for our users.

n

This is a customer focused, onsite role. You will work directly with clinical and operational staff across our sites, building strong relationships and making sure Technology services support safe and effective care delivery.

n

n

Your main duties will include:

n

n
- Provide first line support for devices, applications and access, both onsite and remotely
n
- Resolve tickets within agreed service levels and escalate complex issues appropriately
n
- Handle incoming calls professionally, aiming for first contact resolution
n
- Log all interactions accurately and provide timely updates to users
n
- Actively manage assigned tickets and support backlog reduction
n
- Balance phone and ticket workload while maintaining strong daily productivity
n
- Travel to sites to provide onsite support and build relationships with site staff
n
- Deploy, move and set up Technology equipment onsite, including manual lifting
n
- Help users with basic guidance on everyday systems and devices
n
- Follow ITIL processes and maintain accurate documentation
n
- Contribute to a collaborative team environment
n




- Participate in the on call roster and provide support for incidents as required
n

n

n

About you

n

n
- 2+ years of experience in a service desk, Technology support or similar customer facing role
n
- Working knowledge of Windows and Microsoft 365 applications, including Outlook, Teams and Office
n
- Experience with user account tasks such as password resets and access requests in Active Directory
n
- Ability to troubleshoot end user hardware, including desktops, laptops, mobile devices, printers and scanners
n
- A strong customer service focus
n
- Clear written and verbal communication skills
n
- Good time management skills, with the ability to manage workload and priorities
n
- A willingness to learn and the ability to work independently once trained
n
- Availability to provide after hours support from time to time
n
- Current Australian driver's licence and willingness to travel regularly between sites, with some interstate travel required from time to time
n
- Ability to perform manual handling tasks, including lifting and moving Technology equipment such as PCs, monitors and printers
n

n

For further information please contact Gagan Hothi at [email protected]

n

n

Desirable

n

n
- Experience with Microsoft Exchange and Exchange Online
n




- Experience with Microsoft Intune
n
- Experience with Citrix and remote access tools
n
- Understanding of ITIL processes or ITIL Foundation certification
n
- Experience working with external support vendors
n
- Experience in the private or public health care sector
n
- Certifications or study in Computer Science, Information Technology or a related field
n

n

Eligibility

n

n
- This role is open to Australian citizens and permanent residents only. Visa sponsorship is not available.
n

n

Why work for Calvary?

n

At Calvary, our staff matter.

n

With over 130 years' experience and 18,000 staff and volunteers, we offer an inclusive and welcoming culture where you are valued, drawing on your own strengths, identity and background alongside a team of professionals who care for our patients, residents and clients.

n

Your benefits:

n

n
- NFP salary packaging benefits, discounted health insurance and gym memberships
n
- Paid parental leave
n
- Training, development pathways and career opportunities
n

n

As we serve the community across Home, Virtual and Residential Aged Care, Retirement Living and Hospitals, one thing sets us apart. Care from the heart. If this sounds like you, apply for a role with Calvary today.

n

n

Please note:

n

As part of the application process, you will be required to complete pre-employment checks which may include, but are not limited to, reference checks, work rights, criminal history check, NDIS/WWCC/WWVP checks, and a health evaluation to ensure suitability for the role.

n

n

n n

n

n

📌 Service Delivery Analyst (Victoria)
🏢 Calvary Health Care
📍 Victoria