Service Desk Analyst
- Full Time – Exempt (up to 12 Months)
- 38 hour working week within a flexible hybrid work model
- Opportunity to work from our offices at Chatswood or Charlestown
- Attractive salary, $69,810.00 to $75,251.00 + 11.5% Super and annual leave loading
- Join the team enriching health in millions of ways every day through digital innovation
Working at eHealth NSW is more than a job. Every day, we set out to design, build, and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.
Come work with us
We have exciting opportunities in the StateWide Service Desk (SWSD) for Service Desk Analysts.
Reporting into the SWSD Team Leaders, you will join the team providing a single point of contact for eHealth NSW’s varied customer base. Supporting the delivery of a range of ICT applications, products and services including core clinical systems, infrastructure, security, workforce, and business management systems, you will help NSW Health to meet the needs of the community it serves.
The focus for the team is to provide a positive and timely customer experience for end users by delivering knowledge, understanding and action of ICT incidents and requests for service. We have a hybrid work model which means you can primarily work remotely by staying in contact with your colleagues over MS Teams for support and collaboration or coming into an office for those moments that matter.
The focus for the role is to strive for a resolution at first point of contact whilst providing a positive customer experience utilising a comprehensive knowledge base along with your analytical and problem-solving skills.
For more information, read the full Role Description.
What you will do
- Provide customer service and support skills in response to IT queries and issues to minimise the impact and loss of productivity to end users both clinical and corporate
- Manage competing priorities between inbound phone calls and queue management tasks within our enterprise ticketing system of ServiceNow to ensure services are delivered within expected time frames
- Provision IT accounts and access in line with security and approval processes within eHealth NSW
- Clearly and accurately document end user experience, activities, and analysis within our StateWide enterprise ticketing system as a single source of truth
- Contribute to organisational context and understanding by identifying areas where existing documentation can be updated or created
Contribute to organisational context and understanding by identifying areas where existing documentation can be updated or created.
About you
The skills, knowledge and experience we are looking for in you are:
- Experience in a customer service environment supporting the delivery of products and services, preferably in an ICT environment
- Critical thinking abilities and awesome problem-solving skills
- Ability to work collaboratively within a large team towards common goals
If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.
Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace. We support our people with great benefits so they can support the patients and staff of NSW Health. These include:
- Flexible work options
- Skills and leadership development training programs
- Allocated day off per month
- Salary packaging
- Health and wellbeing programs
To start your application, click the APPLY FOR JOB button at the top.
To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responding to the following:
- The StateWide Service Desk offers first level ICT support in a busy and fast paced environment. Describe in your own words how your skills and experience can contribute to providing exceptional support to our customers.
- Having a customer centric approach at eHealth NSW is fundamental to what we do. Describe in your own words why you have a passion for exceeding customer service expectations.
- Are you available to work shift work?
We appreciate candidates are increasingly leveraging AI in various ways to enhance their job search. We see this in the preparation of applications and for interviews. It is our hope that you show us who you are and how you think and the best way to do this is to be yourself.
If you have any questions about the role, please contact Trevor Henry on Trevor.Henry@health.nsw.gov.au.
If you require assistance or have any questions about the recruitment process, please contact Sarah Souter on Sarah.Souter@health.nsw.gov.au
Applications close: Monday 25th November 2024
- This recruitment will contain an assessment centre process including various rounds of tasks and activities
- This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
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