IT Service Desk Analyst

Job No: GEORGE75
Location: Newtown

  • Full time or Part Time opportunity 
  • Respected global research organisation
  • Make an impact on global health outcomes

Application close date: 23 January 2019

The George’ is 600+ people globally focused on improving the health of millions of people. A medical research institute affiliated with leading universities and with projects in approximately 50 countries, we are challenging the status quo in healthcare to find the best ways to prevent and treat chronic disease and injury, and to influence policy and practice worldwide.

We are seeking for an enthusiastic IT Service Desk Analyst to join out growing organisation. The Service Desk Analyst is responsible for providing 1st and 2nd level IT support and administration to Institute staff, both local and remote.
 Duties and Key Responsibilities

  • Provide 1st and 2nd level IT support to staff, in alignment with all IT policies, standard operating procedures, work instructions and ITIL principles
  • Monitor assigned Service Desk ticket queues, take timely action to address requests and escalate where required to maintain adherence to SLAs
  • Own the customer relationship for assigned tickets, ensuring timely, clear, professional communications and high levels of customer satisfaction
  • Maintain clear and accurate ticket notes, asset records and other documentation
  • Ad-hoc project work as required
  • Other accountabilities as agreed with Manager

Skills, Knowledge and Experience


  • 2 or more years’ experience in the Information Technology Industry
  • Experience in Windows desktop administration, including Windows 10 and Microsoft Office
  • Good PC and laptop hardware skills, basic networking skills and knowledge
  • Excellent written and verbal communication skills
  • Excellent customer service and support skills, with the ability to communicate with staff at all levels of the organisation, and at varying levels of technical experience
  • Strong organisation, time management, attention to detail and problem-solving skills
  • Adaptability and flexibility to handle ambiguous conditions and changing priorities


  • A tertiary qualification in Computer Sciences or a related field
  • ITIL and/or Microsoft Certification

We offer a flexible and inclusive work culture with excellent staff benefits including, salary packaging arrangements and sound learning opportunities

We are reviewing applications as soon as we receive them, so apply now!

The George Institute is an equal employment opportunity employer committed to equity, diversity and social inclusion. Applications are encouraged from people with a disability; women; Aboriginal and Torres Strait Islander people; people who identify as LGBTIQ; mature-aged adults and those from culturally and linguistically diverse backgrounds.

Privacy Acknowledgment

The George Institute for Global Health, together with its subsidiaries and associated companies worldwide (“The George Institute”, “we” and “our”) is committed to handling personal information (including health and other sensitive information) in accordance with applicable privacy laws, including the Australian Privacy Principles (“APPs”) set out in the Australian Privacy Act 1988 (Cth).

When you apply for a job at the Institute you will be asked to set up an account and apply for any of the jobs posted in the system. You may be asked to submit personal information including, but not limited to: a) your name; b) your address; c) your email address; d) your telephone number; e) and other personal and sensitive information.

Any personal information you submit to our recruitment system will be used to process your application and is retained in the database to match your skills against any future job opportunities. We may contact you about your current job application/s and any future job opportunities that match your criteria.

The George Institute works with people from diverse cultural and social backgrounds with varied life experiences, physical abilities and interests and we seek to employ people who reflect the great diversity of people. We may ask personal questions regarding your identity, which will be used to inform our Diversity, Inclusion and Belonging strategies with regards to recruitment. You may elect to not disclose this information.

I consent to The George Institute of Global Health to collect, use and disclose my personal information for the purpose of assessing and facilitating my application for employment.

Please see following link for more information on how the George Institute may collect and use your data:

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Why work at the George?

We are committed to attracting, developing, rewarding and retaining the best people in their fields to conduct and support our innovative and highest quality research programs.