Service Desk Agent

You’re only human.   

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.   

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.  

The Role

We are seeking a dedicated and customer-focused Level 1 Service Desk Agent to join our team. The Service Desk Agent acts as the first point of contact for all IT-related queries, incidents, and requests from internal team members.

The role is pivotal in ensuring effective resolution or escalation of issues within agreed service levels, contributing to the overall efficiency and satisfaction of IT service delivery.

Service Desk Agents provide frontline technical support and play a key role in maintaining a positive end-user experience through clear communication, technical troubleshooting, ownership, and customer service excellence. The role includes both remote and onsite (Service Desk) support and will evolve over time to include a broader mix of Service Desk and onsite responsibilities.

Location & Work Model

The role is based in the Adelaide CBD, with travel to other local sites, and operates under a hybrid work model that includes both work-from-home and in-office rotations. Core hours are Monday to Friday during standard business hours, with additional support provided through participation in an on‑call or overtime roster outside of these times.

Regular onsite presence and travel between office locations is required to provide Service Desk in-person support.

The Responsibilities:

• Act as the initial point of contact for IT support via phone, email, chat, in-person (Service Desk), and ticketing systems.
• Accurately log, categorise, and prioritise incidents and service requests in the IT Service Management system (ServiceNow).
• Perform initial triage, troubleshooting, and resolution for common issues related to desktop hardware, software, mobile devices, networks, email, and enterprise applications.
• Provide in-person, desk-side IT support for employees in office locations.
• Support meeting rooms, audio-visual equipment, and onsite IT setups.
• Escalate complex issues to second- or third-level support teams, ensuring clear documentation and appropriate handover.
• Monitor incident and request queues to ensure tickets are updated and resolved within agreed SLAs.
• Provide updates to users on the status of their issues and manage expectations effectively.
• Support onboarding and offboarding activities, including provisioning of user accounts, access, and devices.
• Participate in after-hours on-call support as part of a rotational roster.

About You:

• 1–2 years’ experience in a service desk or IT support role (Level 1 or equivalent), or demonstrated strong technical aptitude combined with experience in a business support role.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Working knowledge and experience with Microsoft operating systems and technologies, including but not limited to Microsoft Azure, Active Directory, Office 365, Windows 10/11, and macOS.
• Experience supporting desktop hardware, mobile devices, and basic onsite IT environments.
• Exceptional problem-solving skills with a proactive common sense approach to resolving IT issues.
• Experience working with third-party service providers.
• Ability to multitask, prioritise, and manage time effectively in a high-volume environment.
• Valid driver’s licence and willingness to travel between office locations as required.

If you’re looking to build your IT career in a supportive team and play a key role in delivering a great experience for our people, we’d love to hear from you. 

Imagine working with us 

We understand that work means different things to everyone...  We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.    

Imagine a workplace that helps you and your family thrive.  Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could. 

Inclusion and Accessibility  

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, neurodivergent candidates, LGBTQIA+ community including transgender and gender diverse candidates and candidates with a disability.

If you need adjustments or alternative formats at any stage of the recruitment or employment journey, we’re here to help.  You can let us know directly in the application form, or if you’d prefer to discuss before applying, please reach out to us careers@medibank.com.au or (03) 8622 5666. Learn more about our commitments and employee stories at https://careers.medibank.com.au/diversity-inclusion/(please copy and paste the URL onto your browser)