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Service Desk Analyst

Civica - Melbourne, VIC

Source: uWorkin


About Us

Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We work with some of the largest health fund providers bringing their services into the digital age. Our products are market leaders, some of them are globally renowned.

Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?

About the Role

An excellent opportunity for a Service desk analyst to join our team in Melbourne. We are looking for a very enthusiastic, passionate and ambitious individual who is keen to learn and support wide range of Civica applications. This is an excellent chance to step up your career in customer service, application support and IT helpdesk.

Reporting to the services director, you would be a key member of Support Team within Health BU. You would also be building a strong foundation by learning and exploring all the new application modules and features in order to serve our customers.

Your primary focus will require your participation in customer service, support team activities, training and documentation. You will be involved in improving policies, procedures, operations and customer experience. As you become more confident with supporting multiple applications there will be opportunity for you to step into a consultant or trainer role.


This individual would be responsible for:

  • Providing excellent customer service in line with the Service Desk Charter and Civica Values
  • Providing application support for the products like Civica Ensure, FreightPac, iCasework, Civica Experience and Saffron.
  • Meeting all the individual and team KPIs
  • Maintaining records of work completed, changes made, customer interactions in line with data protection laws and Civica policies
  • Proactively participating in knowledge management and process improvement plan
About You

We are looking for a result oriented Service Desk Analyst with excellent customer engagement skills and willingness to learn.

You will also have:
  • Excellent Analytical and Problem solving skills
  • Attention to detail
  • Excellent communication skills to manage and build strong relationships with the internal and external stakeholders to meet the project goal.
  • Excellent customer engagement experience
  • Independent self-starter who works well as part of a team.
  • Outstanding time management, prioritising, multi-tasking and organisation skills
Your Benefits

At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:
  • Join a growing and successful business
  • Genuine career development
  • Flexible working conditions
Civica is a Diversity Leader

At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.

What Next?

Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.

Civica is an equal opportunity employer and welcomes applications from all sections of the community.

Please no agencies.