Work Type: Ongoing - Full-time
Salary: $70,000 - $80,000
Grade: Grade not specified
Occupation: IT and telecommunications
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 8972
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. This position is predominantly phone-based.
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. 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, Patient Admission system (iPM) and M365 applications. As part of this role, there is a requirement to work through a rotational roster to provide after-hours coverage as required. This requires knowledge and hands-on experience in using an ITIL (Information Technology Infrastructure Library) based IT Service Management (ITSM) system such as Cherwell or Service Now.
About you:
Click here for the Position Description.
About Western Health
Western Health is the leading healthcare provider in Melbourne’s West - one of Australia’s fastest-growing and most culturally and socioeconomically diverse regions.
More than 13,000 employees help deliver a comprehensive range of services across our hospitals, community, correctional, and home-based settings. These services include acute tertiary care, emergency and intensive care, medical and surgical specialties, mental health and wellbeing, subacute care, ambulatory care, primary care, home-based services, and residential aged care.
We are committed to driving innovation and sustainability that improves health outcomes for our community. With specialties spanning oncology, renal care, mental health, women’s health and maternity, chronic disease management, geriatrics, and cardiology, Western Health is recognised for its expertise in managing complex and chronic conditions through integrated, patient-centred care.
We foster a collaborative and inclusive culture where you can make a meaningful impact. We support our staff to keep learning and growing through a diverse range of education programs, partnerships with universities in medical research and professional development opportunities.
Why join us?
Compensation and Benefits
Learning and Development
Community Impact and Inclusion
Organisational Culture and Environment
Ready to make an impact?
If you’re passionate about Information Technology and have exemplary customer service skills, we’d love to hear from you. 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 23 October 2026.
Enquiries: For further information about this role, contact:
Name: Vanessa Mape
Email: [email protected]
Alternate Contact: Kumar Chavan
Email: [email protected]
Western Health is an equal opportunity employer. We welcome applications from people of all genders, Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience that strengthens their ability to do this work.
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 is committed to the psychosocial safety of all applicants and employees.
Western Health does not accept unsolicited resumes/applications from recruitment agencies.