Service Desk Analyst

We invite you to join the RCH and help turn our vision 'a world where all kids thrive' into a reality

**About the Role:**This is a Full Time Ongoing position at 80 hrs FTE/hours per fortnight within the ICT department. The Service Desk Analyst provides frontline ICT support in a large, complex hospital environment, acting as the central point of contact for all ICT incidents and service requests. The role is responsible for diagnosing and resolving issues at first contact, escalating where required, and coordinating with internal ICT teams and external vendors to restore services within agreed service levels.

Classification for this position will range from Grade 3 Year 1 - Grade 3 Year 5 (FTE base salary $77,426.44 - $85,597.72 per annum, pro rata for part time and plus superannuation).

You will be responsible for:

• Acting as the first point of contact for all IT incidents and service requests, providing timely, professional, and customer-focused support to clinical and corporate staff.
• Triage, troubleshoot, and resolve issues across end-user devices, clinical applications, and core systems, ensuring accurate ticket logging, prioritisation, and escalation in line with agreed SLAs.
• Contribute to service improvement by identifying recurring issues, maintaining knowledge documentation, and supporting a stable and secure IT environment that underpins patient care.

You skills and experience:

• Demonstrated experience in a Service Desk role with experience dealing with Customers.
• Experience providing support in a large complex environment in a level 1 / level 2 service desk capacity.
• Proficiency in current and emerging technologies.
• Previous experience in a healthcare environment and knowledge of healthcare applications is strongly recommended.
• Demonstrated experience working with ServiceNow or similar IT Service Management platforms is highly desirable.

If this sounds like you, click here to view the position description.

About the Department:

The Royal Children's Hospital's ICT Service Desk operates within a complex and highly diverse computing environment, supporting thousands of users and numerous IT systems essential to patient care. As Service Desk Team Leader, the role centres on cultivating a cohesive team and overseeing day-to-day operations—including ticket management, vendor coordination, and staff rostering—to ensure a central, customer-focused point of contact for ICT issues. Responsibilities include providing both Level 1 and Level 2 technical support, escalating and routing requests as needed, and maintaining high standards of troubleshooting and incident resolution. The Team Leader also drives service excellence through strong stakeholder relationships, clear documentation, and compliance with organisational policies, working collaboratively across ICT teams and with a broad spectrum of hospital staff from end users to senior executives.

What we offer:

• Salary Packaging - Increase your take home pay!
• Employee Assistance Program
• Ability to join Fitness Passport - Your pass to an extensive choice of fitness facilities
• Flexible work options available

Other requirements:

• Current National Criminal Record Check, or willing to obtain
• Valid Working with Children Check
• Compliance with RCHs "Staff Immunisation - Prevention of Vaccine Preventable Diseases" procedure

Application process:

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.

For further questions regarding this role please contact Sangeetha Ramani, at [email protected].

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer staff benefits such as discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be vaccinated against Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children's Hospital. Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children's Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption, and offers of employment are conditional on successful completion of background checks including reference checks.

Are you ready to join our team?

Apply online by clicking on the "Apply" button

Applications close 17 October 2026