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 opportunity.
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
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
Qualifications and Experience Required:
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
Requirements for the role:
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 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
