Service Team Analyst chez Walter and Eliza Hall Institute of Medical Research

Job Title

Job Description

An excellent opportunity is available for a Service Team Analyst to join the Information Technology Services department at Australia’s pre-eminent biomedical research institute.

About the Position

The Service Team Analyst will contribute to the timely, effective first level support of services that are managed, hosted, or provided by the Information Technology Services (ITS) Department at the Institute.

Support the objectives of the Service and ITS Team, implementing, administering, and supporting helpdesk, workshop, computers, instruments, printers, and AV operations, as directed by the Service Team Leader.

Use technical skills and knowledge to ensure assigned tasks are completed satisfactorily, consistent with ITS standards and policies and in a timely manner consistent with Service Level Agreement requirements. Contribute to achieving high user satisfaction through attention to timely and professional communication and a service- focused approach.

This is an onsite role at our Parkville Campus but may also involve visits to our other campuses in the city, Bundoora, and Kew.

Selection Criteria
Essential Knowledge and Skills:

• Tertiary Qualification in Information Systems or a related discipline

• Proven strong customer service skills and experience of working in a customer service role.

• Experience and understanding of using a helpdesk/ticketing system such as Freshservice.

• Demonstrated experience in setting up and operating of Audio and Video equipment.

• Sound knowledge of Microsoft Systems such as Outlook, Excel, Word, PowerPoint, Teams, Sharepoint/OneDrive etc.

• Experience and knowledge of Mac/Windows Operating systems, IOS and Android devices

• Excellent interpersonal and written communication skills.

• Excellent organisational and task management skills.

Desirable Knowledge and Skills:

• Knowledge and experience of python language and Unix commands is desirable.

Personal Qualities:

• Excellent analytical and critical thinking skills, including the ability to investigate complex and ill-defined problems and develop appropriate responses by creating or adapting and testing alternative solutions.

• Excellent interpersonal and communication skills.

• Adaptability. The ability to effectively manage several competing priorities simultaneously and conduct non-routine tasks under limited direction from senior staff.

• Ability to work as part of a team, working collaboratively with shared purpose to contribute to problem solving and creative solutions.

Terms of Appointment
This position is 12 months part time capacity of 3 days a week. Salary is Professional Services Employee Level 4 ($75,845 to $80,496 pro-rata). Up to 17% superannuation and very attractive salary packaging options are available.

General enquiries can be directed to Nilesh Sutar – [email protected] 

A position description is available here.

How to Apply
Please apply by uploading your CV, cover letter and a separate document addressing the key selection criteria in pdf format.

Only applicants addressing the key selection criteria will be considered.

Suitable applicants will be interviewed as they apply.

Application Closing Date:  Wednesday 24 September 2025