Full Time, Permanent Role
- Location: Sydney, NSW with some WFH options
- Great Salary: $73,600 + Super + NFP Salary Packaging Benefits
- Make a meaningful difference to the lives of Australians in need
Life at Mission Australia
When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us.
Your opportunity
Are you a tech-savvy problem solver who thrives in a fast-paced environment?
Join Mission Australia's IT Service Desk team and be the go-to expert for IT queries and issues for our internal customers.
In this role, you will be the first point of contact the CEO, her direct reports, and their executive assistants, providing high-priority support ensuring their IT needs are met with efficiency and professionalism.
Your key responsibilities will be to:
- Ensure all incidents and requests are logged and regularly updated in the Mission Australia Service Management tool, and that call logging is performed in a timely manner with accurate, comprehensive and quality action taken.
- Develop and maintain strong relationships with internal customers with a particular focus on VIPs and Executives.
- Perform occasional customer onsite service visits as directed by the IT Service Desk and Delivery Manager.
- Ensure accurate IT configuration data is maintained in the Service Management tool as required (user contact, location, IT equipment/asset information).
- Responsible for the creation, coordination, sharing and currency of the IT Service Desk standard operating procedures/troubleshooting guides and frequently asked questions (FAQ) /knowledge articles
- Assist with communication of IT Alerts and outages.
- Contribute to accurate IT Service Desk reporting.
Requirements for success
- 3 to 5 years' experience in a similar position
- Formal qualifications/certification in IT Support, including Microsoft accredited programs is highly desirable
- ITIL certified or previous exposure to functional ITIL environments
- Demonstrated experience in dealing with senior staff in a professional manner, phone and in person
- Proficient in the use of ServiceNow or similar ticketing system
- Flexibility to operate in a shift environment (8.00 am to 7.00 pm local time AEST) and available to work outside normal business hours if required
- Ability to work in a flexible environment, and from the office regularly as scheduled
- Excellent verbal and written communicator who demonstrates confidence when engaging all levels of with internal customers, including VIPs and Executives
Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.
Our culture
Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.
We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.
Your benefits
- Rewarding work - every day you know you're making a real difference
- Not-for-profit salary packaging, reducing your tax
- Free external, confidential counselling
- Volunteering opportunities
- Opportunity to purchase additional annual leave
- Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off