IT Service Desk Support

1

About the Role: 

We are seeking a Service Desk Support for a F/T 12 month max term placement based in Blackburn, VIC.

Purpose of the Role:

The Level 1 Service Desk acts as a single point of contact for all customers in Salvation Army Australia. 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 Responsibilities:

Technical Support & Systems Management

• Provide Level 1 and 2 IT support via phone, remote tools, or on-site visits
• Configure, maintain and support enterprise applications, networks, and infrastructure (e.g. DHCP, Mail Filters, Print Services)
• 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

About You:

• Experience in a similar role at a large ITIL aligned organisation for at least 1 year
• Experience with O365, Office 2016, Windows 10, Citrix XenApp, virtual desktop environment, enterprise applications, Window Service, Active Directory
• Degree in Computer Science or Business is mandatory
• ITIL Foundation Certificate
• CCNA/MCSA/CompTIA certifications are highly desirable
• Must be permanent resident or citizen of Australia, this is a requirement for all Eplus IT personnel set by government contracts

Why Work For Us:

• Eligible employees can access NFP Salary Packaging (up to $15,900 tax free) plus meals and entertainment benefit ($2,650)
• Generous paid Parental Leave for primary (12 weeks) and secondary carers + Purchased Leave Scheme (up to 8 weeks) + Workplace Support Leave (5 days) for volunteering in Salvos initiatives, if applicable
• Flexible and hybrid WFH arrangements, access to Fitness Passport and Consumer Discounts
• Access to EAP and health & wellness initiatives
• Ongoing training and development opportunities that enhance on the job skills and proficiency
• Rewarding and fulfilling purpose driven careers that have positive and sustainable social impacts

How to Apply:

We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to apply via the link and submit a current CV and a cover letter which details your alignment with the essential requirements of the role.

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

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