Service Desk Analyst

At Healius, we’re united by a shared purpose: making a difference to the future of Australia’s health. Now is an exciting time to join us as we transform into a stronger, more agile organisation, with a focus on excellent customer and patient experiences, smarter ways of working and being a great place for our people to work.

Based in our Sydney CBD office and reporting to the IT Service Desk Manager, you'll join a high-performing and collaborative team that plays an essential role in keeping Healius connected and operating smoothly. This is an opportunity to build your career in a large, purpose-driven healthcare organisation while helping to maintain the technology and systems that keep our nationwide operations running smoothly.

About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

About The Role

As a Service Desk Analyst, you'll act as a key point of contact for IT support, helping to resolve technical issues and manage service requests for employees across the business. Supporting business applications and end-user technology, you'll help ensure employees have reliable access to the systems and tools they need every day.

Key responsibilities:

• Provide 1st and 2nd level IT support via phone, email and service management tools.
• Diagnose and resolve hardware, software and system-related issues.
• Log, track and manage incidents and service requests through the ITSM platform.
• Support Windows desktops, laptops, mobile devices, printers and peripheral equipment.
• Create and maintain Active Directory accounts, permissions and mailboxes.
• Escalate and coordinate high-priority issues with relevant technical teams.
• Communicate effectively with end users, keeping them informed throughout the support process.
• Contribute to knowledge sharing, documentation and continuous improvement initiatives.
• Participate in an on-call support roster and provide out-of-hours support as required.

About You

We're seeking someone with experience delivering IT support within a large or complex organisation and a strong understanding of IT service management practices. You'll be confident managing service requests, resolving technical issues and collaborating with stakeholders across the business to deliver effective support outcomes.

Qualifications and Experience

• Experience providing IT support within a large or complex organisation
• Experience working with IT service management (ITSM) platforms and processes
• Familiarity with the healthcare sector is advantageous

Key Skills and Attributes

• Strong troubleshooting, problem-solving and technical diagnostic skills
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to manage competing priorities
• Professional and customer-focused approach with sound judgement when handling sensitive information

We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.

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Benefits, Perks and Wellbeing

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and life outside of work.

• Flare Benefits platform – Access a wide range of discounts and perks across everyday essentials, retail, entertainment, technology and more.
• Fitness Passport – Enjoy discounted access to gyms, pools and fitness centres across Australia.
• Health & financial benefits – Including corporate health insurance discounts, banking benefits and salary packaging options.
• Employee Assistance Program (EAP) – Free and confidential wellbeing support for you and your immediate family.
• Childcare support – Free access to Kiddo, a national platform connecting you with trusted babysitters, nannies and flexible childcare options, with discounts on bookings.
• Career development – Grow your skills with access to online learning, courses and development pathways.

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

How To Apply

Please click the ‘Apply Now’ button to complete and submit an application via our careers site.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.

To view more job opportunities, visit careers.healius.com.au and follow us on LinkedIn. You can also keep up to date with future opportunities by joining our talent community.