Service Desk Analyst

Murdoch | Other

About the role

As the ICT Service Desk Analyst, you will be responsible in managing incidents and service requests. You will be the first point of contact for the ICT Services at Fiona Stanley Hospital. As the Service Desk Analysts, you will always be dedicated in providing the highest level of customer service and technical support when responding to a wide array of customer queries. 

Our Service operates 24/7 and you may be required to go on a rotating roster.
About you

As an ICT Service Desk Analyst, you will be a self-starter, self-motivated and able to work with minimal direction. You will have a high level of communication skills and the passion to provide exceptional customer service. You will have a good attention to detail and exceptional problem-solving abilities, including root cause analysis and identification of workarounds in accordance with agreed and documented processes and procedures. You will be flexible and maintain composure in challenging situations. You are a respectful and professional person who demonstrates exceptional moral values in everything you do.

To be successful in this role you will have:

  • The highest levels of personal integrity and ethical behaviour
  • Previous ICT Service Desk Analyst experience (preferred)
  • Previous experience in a technical customer service role
  • Ability to prioritise competing demands
  • Experience within a Healthcare environment (preferred) 
  • Experience working in a KPI driven service with delivery outcomes
  • Highly developed interpersonal skills and the ability to interact at all levels
  • Good written and verbal communication skills
  • The ability to work in a flexible and demanding environment ensuring effective time management and organisational skills. 


  • Experience working for a large contractor with the customer on site.
  • ITIL Foundation Training 
  • Certificate III in Customer Contact 

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a national police check as an essential selection component for this role.

Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.


About Fiona Stanley Hospital
We are proud to deliver non-clinical services to Fiona Stanley Hospital; one of Australia's most advanced public healthcare facilities. We put the patient at the heart of everything we do. Our team of 1,000 staff takes pride in delivering quality services to achieve outstanding care.

At Serco, you'll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you're based, we each share the same goal - to bring service to life to make a positive difference every day. To learn more please visit

What We Offer

  • volunteer leave
  • flexible salary packing options
  • employee Assistance Program
  • generous Employee Referral Program
  • access to discounts on health insurance, gym memberships, travel, shopping, technology, dining and entertainment. 

Serco and Proud

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play from caring for vulnerable people to managing complex public services. We are a team of 60,000+ globally and 16,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management and citizen services.
To learn more please visit

Join Us

If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.

Serco's values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

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Contract Type
Expiry Date
08/04/2023 02:55:00
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