Service Desk Support (Blackburn)

ABOUT US

The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and prospect.

About the Role: We are seeking a Service Desk Support for a Max Term
- Full Time (12 months) placement based in THQ Blackburn, VIC/ Redfern, NSW.

Purpose of the Role: The Level 1 Service Desk acts as a single point of contact for all customers in Salvation Army Australia Territory. The Service Desk exists to provide delightful customer experience through level 1 and 2 technical support and advice as per the IT Service Catalogue in alignment with the IT Service Level Agreement.

Key Roles and Responsibilities: Technical Support & Systems Management- Provide Level 1 and 2 IT support via phone, remote tools, or on-site visits-
- Manage user access and permissions through Windows Server and collaboration tools- Coordinate and implement software/hardware installations, upgrades, and relocations

Customer Service & Stakeholder Engagement- Deliver a positive customer experience through clear, proactive communication- Provide regular updates on ticket status and verify issue resolution with users- Travel to sites to assess requirements and deliver tailored IT support and advice- Liaise with vendors and internal teams to resolve service requests on behalf of users

Process Improvement & IT Operations- Maintain accurate ticket records, asset inventories, and technical documentation- Recommend and implement process improvements to enhance service delivery- Support IT service management practices, including Incident, Request, Problem, and Asset Management- Contribute to internal knowledge bases, training resources, and team collaboration initiatives

Qualifications and Experience Required:
- Experience in a similar role at a large ITIL aligned organisation for at least 1 year-
- Degree in Computer Science or Business is mandatory- ITIL Foundation Certificate- CCNA/MCSA/CompTIA certifications are highly desirable

Requirements for the role:
- National Police Check

Why work for Us:
- NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits annually.- Flexible working conditions and Paid parental leave- Employee Assistance Program
- Independent confidential counselling service- Opportunity for career development- An inclusive culture of dedicated, passionate and professional team members- Positively supporting and impacting the lives of others through your career contribution.
- The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check._
- We value Integrity, Compassion, Respect, Diversity, and Collaboration_ Apply on Kit Job: kitjobau.com/job/3ralk2