Service Desk Analyst

About the role We're seeking an experienced Service Desk Analyst to join a busy consumer support team. Reporting to the Complex Service Manager, you'll handle escalated enquiries, research complex cases and apply the relevant policy and legislation to reach sound, well-supported decisions. This role suits someone with strong customer service experience, good judgement and the confidence to manage sensitive and complex matters. Key responsibilities Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams Research cases and provide clear, accurate responses by phone and in writing Review requests and recommendations relating to access to existing data Apply legislation, policies and standard operating procedures to support decision-making Coordinate time-sensitive work, monitor team activity and contribute to reporting Develop and maintain knowledge articles, procedures and training materials Support colleagues through coaching, guidance and quality assurance Contribute to service improvements, audits and risk management activities Build strong working relationships with internal teams and external stakeholders About you Experience in a complex business service delivery environment A proven ability to research issues and align decisions with legislation, procedures or published processes Experience managing complex customer enquiries by phone and in writing Strong communication, analytical and stakeholder engagement skills The ability to work independently, manage competing priorities and exercise sound judgement An understanding of IT service desk operations Customer support experience in a clinical or digital health setting (desirable) Experience supporting healthcare provider organisations and software vendors (desirable) Training or coaching staff in a customer service environment (desirable) Knowledge of customer service design or user experience methods (desirable) ITIL certification, or knowledge of incident, problem, release and change management (desirable) Australian citizen, pass a police check, and be able to obtain and maintain a Baseline security clearance