Support Analyst, Service Delivery

About the Agency

The Australian Digital Health Agency is transforming how Australians experience healthcare by enabling people and providers to access the information they need, securely, quickly and in one place. Through national digital services such as My Health Record, Electronic Prescriptions and the 1800Medicare App, we are building a connected health system that gives Australians greater control over their health.

In this role, you will provide hands-on technical support and administration across the Agency’s end-user technology environment. Working under general direction, you will resolve incidents and service requests, administer approved technology and access changes, build and deploy devices, and support employee onboarding and offboarding. You will work closely with Service Delivery, other technical teams, vendors and service partners to provide secure, reliable and customer-focused ICT services. This is a varied role supporting devices and software, Microsoft 365 services, identity and access management, meeting rooms, audiovisual equipment, workplace technology and ICT asset management.

What you'll do

• Provide responsive technical support via phone, email, Microsoft Teams, remote assistance and face-to-face engagement.
• Log, triage, investigate and resolve incidents and service requests in ServiceNow, including monitoring queues and escalating high-impact or ageing tickets.
• Diagnose and resolve issues across Windows and macOS devices, mobile devices, printers, peripherals, network connectivity and workplace technology.
• Support Microsoft 365 and identity/access services, including Teams, Outlook, Exchange, SharePoint, Entra ID, MFA, security groups and shared mailboxes.
• Support staff onboarding and offboarding, including accounts, access, software, device provisioning and equipment recovery.
• Build, configure, deploy, maintain and replace laptops, mobile devices and peripherals using tools such as Intune and Microsoft Configuration Manager.
• Maintain ICT asset records and support meeting rooms, audiovisual equipment, printers, office moves and technology deployments.
• Maintain knowledge articles and procedures, contribute to incident response and service improvement, and share technical knowledge across the team.

About you

We are looking for someone who has:

• Demonstrated experience delivering customer-focused ICT support in a service desk, desktop support or enterprise technology environment.
• Sound knowledge of IT service management practices and experience managing incidents and service requests throughout the ticket lifecycle.
• Technical capability supporting enterprise devices, software, identity and access management, Microsoft 365, collaboration tools, printing, meeting room technology and remote access.
• Strong analytical, troubleshooting and problem-solving skills, with the ability to investigate moderately complex technical issues.
• The ability to organise competing priorities, maintain accurate records and escalate matters appropriately.
• Strong written and verbal communication skills, including the ability to explain technical information clearly and manage customer expectations.
• A collaborative approach and a commitment to knowledge sharing, service improvement and delivering a positive customer experience.

The Agency expects employees to use AI appropriately in their day-to-day work to improve quality and efficiency. This position requires a Foundation – Uses AI with guidance capability level.

Eligibility

Australian citizenship is mandatory. Candidates must be able to obtain and maintain a national police clearance and the required security clearance, with the ability to attain a higher-level clearance if needed.

Our benefits

We offer a competitive 15.4% superannuation contribution, salary packaging options, and a Christmas closedown with no leave deduction. Our wellbeing program and EAP support a healthy work–life balance, while flexible work arrangements opportunities, including work from home, give you choice in how, when and where you work. You will enjoy modern collaborative workspaces. We also provide a wide range of leave options including parental, cultural, compassionate, emergency response and defence leave.

Interested to learn more? Take a look at the attached candidate pack for all the details.

How to apply

To apply for these opportunities, please submit your resume and a cover letter (1 page maximum) addressing the requirements outlined above and in the candidate pack.

To learn more about the Agency, our employee benefits, and what our people have to say about working with us, visit our Careers page.

For queries relating to the application process, please contact the Talent Acquisition team at ***email_hidden***. For position-specific enquiries, please refer to the contact details provided in the candidate pack.

Closing date: Sunday 29 November, 11:00pm (AEDT)

Salary: $101,379 - $114,373 plus 15.4% superannuation, depending on skills and experience.