Service Desk Analyst
Summary
Level 1 Service Desk Analyst at HAMBS, an Adelaide-based technology partner to Australia's private health industry. Day to day: first point of contact for incidents, service requests and enquiries via ticketing tools, resolving at first contact where possible and coordinating escalations. Focus on customer service, troubleshooting, and documentation rather than deep engineering.
Service Desk Analyst
At HAMBS, we're passionate about helping Australians access the healthcare services they need.
With over 30 years of industry experience, HAMBS is a trusted technology partner to the private health industry. We operate secure, highly configurable platforms that are critical to our customers' success, while continuing to invest in modern technologies, innovation, and next-generation service solutions.
We're looking for a customer-focused Service Desk Analyst to join our Service Operations team and play a key role in delivering exceptional first point of contact support experiences for internal and external stakeholders.
About the Role
As the first point of contact for stakeholders, you'll provide Level 1 support across incidents, service requests, and enquiries, delivering timely, professional, and high-quality support. You'll play a critical role in restoring services, resolving issues wherever possible at first contact, and coordinating effective escalations when required, all while maintaining clear, proactive communication throughout the support journey.
Working across a range of technologies and business-critical systems, you'll take ownership of the customer experience from initial contact through to resolution, helping to ensure seamless support experience.
You'll contribute to initiatives across incident management, knowledge sharing, service improvement, and operational readiness, working closely with teams across the business to enhance both the customer experience and the way we work.
If you're naturally curious, enjoy learning new technologies, and take satisfaction in delivering great customer outcomes, you'll thrive in an environment where your ideas, Contributions, and professional growth are genuinely valued.
About You
You thrive on helping people and enjoy solving technical problems in a fast-paced support environment. You're organised, customer-focused, and take pride in delivering high-quality outcomes.
We're looking for someone who brings:
Strong troubleshooting and problem-solving skills
Excellent customer service and communication skills
Experience working with ticketing tools
The ability to prioritise competing workloads and manage multiple requests simultaneously
Strong attention to detail and commitment to accurate documentation
A proactive approach to continuous improvement
A collaborative, team-first mindset
Previous experience in a Service Desk, Help Desk, IT Support, Technical Support, or Customer Support role is advantageous
Why Join HAMBS?
At HAMBS, you're not just supporting systems. You're helping hundreds of thousands of Australians access healthcare services every week.
We offer a supportive, flexible, and values-driven culture where people are empowered to learn, grow, and make a meaningful impact. as well as ongoing learning and development opportunities, including study support and career pathways.
Other benefits include Competitive salary reviews, novated leasing options, Employee recognition and referral programs.
If you're looking for a role where your work matters, your development is supported, and your contributions are valued, we'd love to hear from you.
Apply now !