Service Desk Analyst

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About us

At Citadel Health, we’re working to create a world that keeps people and their information safe. We provide clinical teams around the world with the tools to connect, collaborate and optimise clinical pathways. Our market-leading health software helps modernise clinical workflows, transforming decisions, operations and quality to improve patient access and outcomes.

For over 30 years we’ve focused on creating change that can be scaled to benefit more people. We already support more than 41 million patient outcomes annually, connecting more than 6,000 locations and 310,000 users across six countries. Yet we can still do more. So right now, we’re building a coalition of people eager to join us at the forefront of connected health innovation. Are you ready to play your part?


Position Overview

Reporting to the Client Support Services Manager this position will be responsible for the provision of support for level 1 service requests raised by our clients including initial triaging, classification, analysis and replication of requests. 

Key Responsibilities/Accountabilities:

  • Providing a high level of customer service and support to our clients
  • Triage and manage service requests according to Service Level Agreements (SLA’s) and Citadel Health policies & procedures
  • Escalate critical service requests where required
  • Contribute to performance reporting
  • Assist with system acceptance testing
  • Other duties as required to support the Application Support team

Skills, Knowledge and Experience Requirements:

  • Demonstrated experience in a Help Desk position
  • Demonstrated experience in administration and coordination
  • Previous experience using service desk &/or development software packages, specifically Jira & Confluence (desirable)
  • Previous experience in the health sector (desirable)
  • Excellent communication skills and ability to work under pressure.
  • Proactive team member with the persistence to go above and beyond
  • Highly energetic with a laser focus on excellence in customer service 


We invest in our people and the things they care about.

Diverse and inclusive team

At Citadel Health, we celebrate our differences by sharing knowledge and embracing our unique experiences. We encourage global collaboration and provide learning and networking opportunities to deepen our team culture.

Flexible working

We encourage flexible working and collaboration both virtually and in our offices across multiple countries. This means you’ll have the tools and financial support to make your workspace work for you – whether you’re based in an office or working remotely. 

Career growth and mentorship

As a fast-growing technology company, we support your career progression and development through mentoring, secondments, new role openings and transfer options across the Citadel Group. We elevate our staff, so they grow as the organisation grows.

Why Citadel Health

Key Information