IT Service Desk Analyst

Mission Australia It Support Role

Full Time, Permanent Role

Location: Sydney, NSW

Great Salary of $67,200 + 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 advocate for a fairer Australia, to meet the growing needs of people across the country. Together we're building hope and possibility for all.

Your opportunity

Bring your IT know-how and people skills to a role where you'll make a real impact every day. As part of Mission Australia's IT Service Centre, you'll be the first point of contact for staff across the country, providing first-level support via calls, chat, email, and tickets. From troubleshooting hardware and software issues to guiding colleagues through Office365, networking, and other critical systems, you'll keep our people connected and productive. Along the way, you'll build strong relationships, contribute to a supportive team culture, and play an important part in enabling Mission Australia's frontline services to thrive.

Your key responsibilities will be to:

• Act as the first point of contact for IT support via calls, chat, email, and ticket channels.
• Provide first-level troubleshooting and resolve issues or escalate to the right team when needed.
• Log and maintain accurate, detailed records of all incidents, requests, and actions taken.
• Ensure timely resolution of IT requests in line with service level agreements and performance targets.
• Build positive relationships with staff and IT colleagues, delivering exceptional customer service.
• Support and maintain end-user technologies including Office365, MS Teams, networking, and hardware.
• Assist in creating and maintaining IT knowledge articles, FAQs, and service desk procedures.
• Contribute to IT service reporting, communication of outages, and continuous improvement initiatives.

Requirements for success

• Strong customer service focus with excellent communication skills across phone, chat, email, and in person.
• Experience providing IT support in a service desk or similar environment, with confidence troubleshooting common issues.
• Working knowledge of end-user technologies such as Office365, MS Teams, Windows 10, networking, and hardware.
• Ability to manage time effectively, stay calm under pressure, and prioritise in a busy service environment.
• Familiarity with IT ticketing systems (e.g. ServiceNow) and accurate record-keeping of incidents and actions.
• A collaborative team player who also works well independently and takes initiative to resolve issues.
• Flexibility to work within a rostered support environment, with occasional after-hours availability.
• Relevant IT qualifications and/or certifications (e.g. Microsoft programs, ITIL) or equivalent hands-on experience.

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.

Your benefits

• Rewarding work – every day you know you're making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Opportunity to purchase additional annual leave
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

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.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email talentattraction@missionaustralia.com.au or visit our Careers page for additional contact details.

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at Deadlycareers@missionaustralia.com.au.

How to apply

Click 'Apply' and send your application today! As a committed Circle Back Initiative employer, we will respond to your application.

Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you