Service Desk Analyst - Targeted Indigenous

eHealth NSW acknowledge the Traditional Custodians of the land on which we work and pay our respects to Elder’s past and present.

Whilst this position is open to all individuals, it is targeted to Aboriginal or Torres Strait Islander people under section 21 of the Anti-Discrimination Act 1977. Aboriginal or Torres Strait Islander people are encouraged to apply, and consideration will be given to suitable Aboriginal or Torres Strait Islander applicants to promote equal or improved access. Aboriginal or Torres Strait Islander applicants must demonstrate Aboriginal or Torres Strait Islander status in addition to addressing the selection criterion.

If you are not an eligible person for this targeted position, we recommend you view our other advertisement and submit your application through this channel. Please press REQ596061 to be directed to this vacancy.

Service Desk Analyst (Senior Computer Operator Grade 1)
Employment Type: Temporary Full-Time for up to 12 months

• Opportunity to work from our modern Chatswood, St Leonards, or Charlestown Office
• In-office presence with hybrid flexibility for work-life balance
• Attractive salary, from $72,253.00 + 12% Super and annual leave loading
• Allocated day off per month, salary packaging, discounted fitness passport and more!
• Join the team enriching health in millions of ways every day through digital innovation

Applications Close: 11:59 pm, Sunday 24 August 2025

About Us – eHealth NSW
At eHealth NSW, we’re leading the digital transformation of Australia’s largest health system. As NSW Health’s digital centre of excellence, we design, build and support world-class ICT solutions that improve patient care across the state.

Guided by a Cloud First Strategy, we’re harnessing digital technology to provide better patient care and deliver scalable, quality, patient-centred, digital healthcare. With your skills and experience, you can help enrich the lives of millions while developing your career within Australia’s largest health organisation—alongside passionate tech professionals, health partners and industry leaders building solutions that truly make a difference.

About the Opportunity
As Service Desk Analysts of our StateWide Service Desk (SWSD) at eHealth NSW, you will help make a real difference in healthcare through delivering a positive and timely customer experience by resolving ICT incidents and service requests.

This role offers the opportunity to support 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.

As an integral member of our 24x7x365 StateWide Service Desk, you will:

• Deliver responsive and effective customer service by addressing ICT queries and issues promptly, minimising downtime and ensuring continuity of end user productivity in both clinical and corporate settings
• Balance competing priorities across inbound phone calls and ticketing system queue management, consistently meeting service delivery expectations and timeframes
• Provision IT accounts and access in strict alignment with organisational security protocols and approval workflows, safeguarding system integrity
• Maintain clear, accurate, and comprehensive documentation of end user interactions, troubleshooting activities, and analysis within the ticketing system, ensuring a reliable transparent source of truth

• Enhance organisational knowledge by proactively identifying gaps in existing documentation and contributing to the creation or improvement of internal resources

  
  About You



• Proven experience in customer service roles, supporting the seamless delivery of products and services, ideally within ICT environments, while maintaining a strong focus on end user satisfaction and operational efficiency
• Strong critical thinking and advanced problem-solving capabilities, with a proactive approach to diagnosing issues and implementing effective solutions
• Skilled in collaborative teamwork, contributing positively within large, dynamic teams to achieve shared objectives and drive collective success

• Energetic and optimistic mindset, coupled with a genuine enthusiasm for sharing insights, experiences, and knowledge to uplift team performance and foster continuous learning

  
  Need more information?

• Position description
• Find out how we hire at eHealth NSW
• We have a zero-tolerance stance to racism – check out our diversity and inclusion commitment
• Access our resources to support Aboriginal people interested in public health career

How to apply
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 provides first level ICT support in a dynamic, high-volume environment. How do your skills and experience enable you to deliver outstanding customer support in this setting?
• A customer centric approach is at the heart of eHealth NSW. What drives your passion for going above and beyond in delivering exceptional customer service?

• Are you available to work shift work?

  
  We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we’re eager to see your personality and get to know the real person behind the application!

For further discussions around the role or recruitment process, including adjustments, please contact our Talent Advisor at [email protected] or Aboriginal Employment Officer, Danny Sampson at [email protected] or Hiring Manager, Trevor Henry at [email protected] and quote REQ597995.

Additional information

• 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.
• To be eligible for this role you must have current Australian work rights as an Australian citizen, permanent resident, or New Zealand citizen with a current passport.
• 'Exempt' is defined as a fixed term contract with a length greater than 13 weeks.