Job Description
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Progress with purpose at one of Australia's largest health care providers
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Get ahead with salary packaging, benefits and professional development in a supportive team environment
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Permanent full time opportunity
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About the role
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The Service Delivery Analyst provides frontline Technology support, resolving incidents and service requests efficiently while delivering a consistent and positive experience for our users.
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This is a customer focused, onsite role. You will work directly with clinical and operational staff across our sites, building solid relationships and making sure Technology services support safe and effective care delivery.
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Your main duties will include:
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Provide first line support for devices, applications and access, both onsite and remotely
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Resolve tickets within agreed service levels and elevate complex issues appropriately
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Handle incoming calls professionally, aiming for first contact resolution
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Log all interactions accurately and provide timely updates to users
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Actively manage assigned tickets and support backlog reduction
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Balance phone and ticket workload while maintaining strong daily productivity
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Travel to sites to provide onsite support and build relationships with site staff
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Deploy, move and set up Technology equipment onsite, including manual lifting
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Help users with basic guidance on everyday systems and devices
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Follow ITIL processes and maintain accurate documentation
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Contribute to a collaborative team environment
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Participate in the on call roster and provide support for incidents as required
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About you
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2+ years of experience in a service desk, Technology support or similar customer facing role
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Working knowledge of Windows and Microsoft 365 applications, including Outlook, Teams and Office
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Experience with user account tasks such as password resets and access requests in Active Directory
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Ability to troubleshoot end user hardware, including desktops, laptops,



mobile devices, printers and scanners
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Clear written and verbal communication skills
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Good time management skills, with the ability to manage workload and priorities
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A willingness to learn and the ability to work independently once trained
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Availability to provide after hours support from time to time
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Current Australian driver's licence and willingness to travel regularly between sites, with some interstate travel required from time to time
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Ability to perform manual handling tasks, including lifting and moving Technology equipment such as PCs, monitors and printers
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Experience with Microsoft Exchange and Exchange Online
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Experience with Microsoft Intune
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Experience with Citrix and remote access tools
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Understanding of ITIL processes or ITIL Foundation certification
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Experience working with external support vendors
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Experience in the private or public health care sector
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Certifications or study in Computer Science, Information Technology or a related field
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This role is open to Australian citizens and permanent residents only. Visa sponsorship is not available.
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Why work for Calvary?
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At Calvary, our staff matter.
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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.
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NFP salary packaging benefits, discounted health insurance and gym memberships
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Paid parental leave
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Training, development pathways and career opportunities
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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.
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Please note:
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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.

📌 Service Delivery Analyst (Victoria)
🏢 Little company of Mary Health care
📍 Victoria