Service Delivery Analyst

• Progress with purpose at one of Australia's largest health care providers
• Get ahead with salary packaging, benefits and professional development in a supportive team environment
• Permanent full time opportunity
• Location: Melbourne CBD

The Service Delivery Analyst provides frontline Technology support, resolving incidents and service requests efficiently while delivering a consistent and positive experience for our users.

This is a customer focused, onsite role. You will work directly with clinical and operational staff across our sites, building strong relationships and making sure Technology services support safe and effective care delivery.

• Provide first line support for devices, applications and access, both onsite and remotely
• Resolve tickets within agreed service levels and escalate complex issues appropriately
• Handle incoming calls professionally, aiming for first contact resolution
• Log all interactions accurately and provide timely updates to users
• Actively manage assigned tickets and support backlog reduction
• Balance phone and ticket workload while maintaining strong daily productivity
• Travel to sites to provide onsite support and build relationships with site staff
• Deploy, move and set up Technology equipment onsite, including manual lifting
• Help users with basic guidance on everyday systems and devices
• Follow ITIL processes and maintain accurate documentation
• Contribute to a collaborative team environment
• Participate in the on call roster and provide support for incidents as required

• 2+ years of experience in a service desk, Technology support or similar customer facing role
• Working knowledge of Windows and Microsoft 365 applications, including Outlook, Teams and Office
• Experience with user account tasks such as password resets and access requests in Active Directory
• Ability to troubleshoot end user hardware, including desktops, laptops, mobile devices, printers and scanners
• A strong customer service focus
• Clear written and verbal communication skills
• Good time management skills, with the ability to manage workload and priorities
• A willingness to learn and the ability to work independently once trained
• Availability to provide after hours support from time to time
• Current Australian driver's licence and willingness to travel regularly between sites, with some interstate travel required from time to time
• Ability to perform manual handling tasks, including lifting and moving Technology equipment such as PCs, monitors and printers

For further information please contact Gagan Hothi at gagan.hothi@calvarycare.org.au

• Experience with Microsoft Exchange and Exchange Online
• Experience with Microsoft Intune
• Experience with Citrix and remote access tools
• Understanding of ITIL processes or ITIL Foundation certification
• Experience working with external support vendors
• Experience in the private or public health care sector
• Certifications or study in Computer Science, Information Technology or a related field

• This role is open to Australian citizens and permanent residents only. Visa sponsorship is not available.

As part of the application process, you will be required to complete pre-employment checks which may include, but are not limited to, reference checks, work rights, criminal history check, NDIS/WWCC/WWVP checks, and a health evaluation to ensure suitability for the role.

Advertised: 25 Sep 2026 AUS Eastern Standard Time
Applications close: 23 Oct 2026 AUS Eastern Daylight Time

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