It Service Desk Analyst Ft

Key Points

• Employment: Permanent, full-time
• Location: Icon Group South Brisbane Head Office.
• Who we’re looking for: Early career customer support professionals; IT experience is desirable but not essential.

At Icon, You Can
Are you a customer service professional looking to grow your career in IT support? We are seeking a motivated individual to join our IT Service Desk team, based at our South Brisbane Head Office.

This is an excellent opportunity to gain IT support experience within a global private healthcare organisation. As a Service Desk Analyst, you’ll support our technology operations while building a strong foundation for career growth. We’re committed to your development, offering a supportive team, experienced leaders, and clear pathways to grow your skills.

At Icon, we’re growing, and what we do matters to more people every day. Every role here holds a strong contribution to the care provided. When you choose a career with Icon, you help change lives for the better.

Visit https://icongroup.global/en/careers/our-people/stories/" target="_blank">https://icongroup.global/en/careers/our-people/stories/ to read the stories of our incredible people.

About the Role
As an IT Service Desk Analyst, you’ll be the first point of contact for IT support across Icon Group. You’ll triage and resolve incoming enquiries, escalate complex issues, and contribute to continuous improvement initiatives that enhance service delivery.

You’ll work in a service-oriented environment that values innovation, learning, and customer experience. This role is ideal for early‑career candidates looking to build their technical capability while contributing to meaningful work in the healthcare sector.

This role also requires participate in our IT on‑call support roster, providing after‑hours assistance on a rotating basis. This ensures continuity of support for critical systems outside standard business hours and offers exposure to a wider range of technical challenges.

Key responsibilities

• Providing first contact and support for incoming incidents and service requests received via telephone, web portal, email and walk-ins, ensuring courteous, timely, and effective resolution for end-users.
• Using remote tools and diagnostic utilities to aid in troubleshooting and fulfilment.
• Performing hands-on fixes at the desktop level when remote tools are not appropriate, including hardware configuration, delivery of end user devices, or other fixes as determined.
• Escalating incidents and requests with accurate documentation to our level two support teams.
• Maintaining articles in the IT Service Desk Knowledgebase.
• Actively contributing to a team environment and identifying opportunities for continual improvement.
• Participate in the IT on-call support roster, providing after-hours assistance as required.

About You
You have proven customer service experience, possess excellent communication skills and a proactive approach. You thrive in fast‑paced environments, enjoy solving problems, and have a strong desire to learn and grow your IT capability.

Experience in IT support is highly regarded, and exposure to corporate or healthcare environments is desirable. Above all, you are motivated, adaptable, and committed to delivering high‑quality service.

Essential requirements

• Permanent Australian working rights.
• Minimum 1-year experience in relevant customer service or support roles.
• Working knowledge of common IT hardware, software and applications used within a corporate environment.

Desirable skills & experience

• Familiarity with ITIL practices and IT service management tools.
• Tertiary qualifications in IT or related fields
• Working experience in a corporate or healthcare environment.

Amazing Benefits You’ll Enjoy

• Access to Novated Lease Options: Pay for your car, rego, insurance, fuel, and servicing with pre-tax earnings – potentially saving you thousands!
• Rewards Portal: Discounts and cash-back on experiences, travel, dining & shopping.
• Fitness Passport Program: Gain unlimited access and great value across an extensive choice of fitness facilities.
• Employee Assistance Program: Access confidential external counselling and support services. Talk about work, money, family and everything in between with extensively trained professionals.
• Development Pathways: We love hearing how we can help you thrive in your career! Set individual goals with leaders across the business and we’ll help you grow with us.
• Online Courses: Free access to an abundance of online courses in both clinical and non-clinical categories.
• Paid Parental Leave and Purchasable Annual Leave: Supporting you both personally and professionally

About Us
Icon Group is a leading integrated cancer care provider with a global reach across Australia, New Zealand, ASEAN, Mainland China and the United Kingdom.

Icon is built on a strong but simple mission - to deliver the best care possible to as many people as possible, as close to home as possible. The group brings together all aspects of quality cancer care including medical oncology, haematology, radiation oncology, research, theranostics, pharmacy and compounding to deliver a truly integrated, end-to-end seamless service for cancer patients. With more than 3,500 team members, a network of 350 plus doctors, over 55 cancer centres, six compounding facilities and operational support of 70 plus pharmacies, Icon is delivering world-leading care and helping address the global cancer burden.

For more information visit http://www.icongroup.global and follow Icon Group on LinkedIn at https://www.linkedin.com/company/icon-group

To Apply
Please attach a resume and cover letter showing us why you’d love to join us, and what makes you a great fit for the role.

Icon Group celebrates diversity and is committed to creating an inclusive workplace for all employees. We encourage applications from all diverse backgrounds.

Visit https://icongroup.global/en/careers/our-people/stories/" target="_blank">https://icongroup.global/en/careers/our-people/stories/ to read the stories of our incredible people.

Pre-Employment Health Requirement
Icon is committed to managing the risk of transmission of specified vaccine preventable diseases (VPDs). Certain roles may require the successful candidate to show evidence that they have been vaccinated against or are not susceptible to specified VPDs.