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

As an IT Service Desk Analyst, you’ll play a vital role in delivering IT support across Icon Group. Acting as the first point of contact for incoming enquiries, you’ll triage and resolve issues, escalate complex problems, and contribute to continuous improvement initiatives to enhance our service delivery.
You’ll be supported by experienced leaders and work within a collaborative, service-focused environment that values innovation and excellence. This role offers a unique opportunity to sharpen your technical skills while making a meaningful impact in the healthcare sector.

Key Responsibilities

• Providing first contact and support for incoming incidents and service requests received via telephone, web portal, email and walk-up ensuring courteous, timely, and effective resolution for end-users.
• Using remote tools and diagnostic utilities to aid in troubleshooting and fulfilment.
• 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.