Service Desk Analyst (IT)

• Location: Fiona Stanley Hospital, Murdoch, Perth.
• 2 Year Fixed Term Opportunity
• Shift schedule: 4 days on (3 days + 1 night), 4 days off.
• Excellent customer service focus and clear communication essential.

Serco is a place where you can grow

Join a team of 10,000+ professionals across Asia Pacific (APAC) and experience a place of challenge, opportunity, and reward.

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:

• Supportive, collaborative ICT team environment
• Access to professional development and certification support
• Opportunities to make a real impact in public healthcare
• Employee wellbeing programs and inclusive culture
• Leadership that values trust, care, innovation, and pride

Make an impact at Serco

As a Service Desk Analyst at Fiona Stanley Hospital, you’ll be part of a passionate ICT team dedicated to delivering a modern, technology-focused healthcare environment. You’ll help ensure the hospital’s systems run smoothly, respond to customer needs with care, and keep critical services operating around the clock. This role is all about supporting a first-class healthcare facility through great service, smart problem-solving, and genuine teamwork.

• As a Service Desk Analyst in the ICT team, you’ll make a positive impact by:
• Managing Incidents, Service Requests and Work Orders across calls, emails and online chat
• Providing initial technical triage and resolving issues at first contact where possible
• Updating and logging all interactions in the Incident Management System
• Engaging with internal stakeholders and supporting a seamless customer experience
• Undertaking problem management activities and identifying workarounds
• Contributing to process improvement and supporting enhancements to the BMC toolset

Serco is a place for you

You could be a great fit if you have:

• Experience in technical customer service or service desk environments (preferably a minimum of 1 year).
• Strong communication skills and a naturally customer-focused approach
• The ability to prioritise competing demands and stay calm under pressure
• Well-developed problem-solving and analytical skills
• An interest in continuous learning and staying current with ICT best practice
• Experience in healthcare or KPI-driven service environments (preferred)

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving Governments all over the globe. The work we do touches the lives of millions in Australia, New Zealand, and Hong Kong and offers unique opportunities to use your skills across Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures. By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion, and belonging.

Impact a better future at Serco.