Service Desk Analyst

About us 

At Defence Health, we're united in our purpose to protect the health of those who protect our country. We're here to support the families of serving ADF members, ex-serving ADF and Reservists, plus the wider Defence community, to manage their health care. As a not-for-profit fund, we are for our members, not shareholders. 

We live by our values of member-first, trust, community, ownership, and excellence. Our values underpin our inclusive workplace, where we celebrate our diversity and recognise our achievements, unique perspectives, and talents. 
 
Defence Health is a place where we are all encouraged to excel and where we strive to be a high-performing organisation by continuously setting a better standard. We show up, stick together, solve it, and see it through.

Our promise to our own people is the same as our promise to members; we look after our own.  

Find out more at defencehealth.com.au 

The Role

We are seeking a customer centric Service Desk Analyst to join our experienced Service Team based in Melbourne. This is a key role providing professional, timely and effective ICT support to our staff and customers. This will include software, hardware and network support as well as the identification and resolution of troubleshooting activities

You will:

• Deliver a high-level of customer service, which is proactive, cooperative, and dependable.
• Liaise with ICT staff and specialists, including external service providers, to resolve more complex issues and to ensure compliance with Service Level Agreements.
• Participate in the review of support activities with a view to continual improvement of services provided. 
• Act as a service desk coordinator in team setting to coordinate all 1st level support activities and as an escalation bridge to the line manager
   

About you

• Tertiary qualified or related bachelor’s degree (preferred)
• 1-2+ years prior experience across Service Desk support or IT Management support
• Level 1 & 2 technical knowledge of hardware and peripherals i.e. laptops, desktops, mobile phones, printers, media, and AV equipment
• Level 1 & 2 technical knowledge of software applications i.e. Operating Systems Windows 11, Microsoft Office, Office 365
• Insurance or Financial Services experience advantageous but not essential
• Experience across data entry and tracking the call life cycle, including closure and verification with the customer
   

Why choose Defence Health 

• Career opportunities: We grow our own and recognise initiative, high performance, and commitment with opportunities for career progression.  
• Make an impact: as a purpose-driven organisation, we partner with veteran support organisations to offer meaningful volunteering experiences and connect to our community.   
• Free top-tier health insurance for you and your immediate family valued at approx. $6,000 per year (after completing a minimum employment period).  
• Competitive remuneration and health and wellbeing initiatives: Access to discounted gym memberships and an additional paid day of wellbeing leave each year.  
• Company funded parental leave: Fully funded paid parental leave for eligible employees with superannuation paid for the entire length of approved parental leave.    
• Social Committees: connect with your colleagues, have your say, and develop new skills with our Social Club, Health and Safety, and Diversity and Inclusion Committees.  
• Prime location: Our office is conveniently located on St Kilda Road with great access to public transport and local amenities.  

If this sounds like you - this is a fantastic opportunity to join a company that offers a high engagement, vibrant and inclusive culture where you and your career can thrive. 

Veterans and their families are encouraged to apply. We recognise and value your skills, commitment, and unique experiences. 

Apply now for the next rewarding step in your career.