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Service Desk Analyst

Western Health - Melbourne, VIC

Health, Medical & Pharmaceutical
Source: uWorkin

Source: uWorkin


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

ICT Service Desk Agent 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 (remotely), 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 systems at Western Health, including but not limited to Western Health’s Cerner EMR and Patient Administration System (iPM).

Flexibility to work throughout Western Health’s catchment region as necessary and to work outside normal business hours is integral to this role as is the ability to work under broad direction with minimal supervision.

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 Us

Our workforce of over 7,000 employees are driven by our values of ‘Compassion, Accountability, Respect, Excellence and Safety’ (CARES). We value our people and provide them the opportunity to grow and develop. Our teams are friendly and supportive, ensuring we deliver a safe, person-centred and connected patient experience.

Western Health comprises of three acute public hospitals: Footscray, Sunshine and Williamstown Hospital. We also operate the Joan Kirner Women’s and Children’s, Sunbury Day Hospital, Transition Care at Hazeldean and a range of community based services. We care for a diverse community of over 1 million people with complex care needs ranging from Neonates to Geriatrics.

Our employees enjoy a wide range of benefits such as:

  • Professional development support

  • Career advancement opportunities

  • Salary packaging including novated vehicle leasing

  • Work-life balance

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 (if applicable) a Working with Children’s Check.

Western Health do not accept unsolicited resumes/applications from Recruitment Agencies.

Melbourne, VIC

Health, Medical & Pharmaceutical


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