• 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. Find out more about us and our purpose.

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.

You'll provide seamless assistance to the organisation via phone, chat, walk-ups, email, and tickets, resolving issues at first contact or escalating when necessary. If you have a passion for IT, exceptional customer service skills, and the ability to handle executive-level requests with confidence, we want you on our team!

Your key responsibilities will be to:

• Provide blend of first level onsite/remote support via calls, chat, email and ticket channels to Mission Australia customers for all IT related issues or requests.
• 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.
• Handle and oversee through to completion/resolution calls, chats, emails and tickets from very important persons (VIPs) and Executives.
• 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

• Working knowledge of hardware and a suite of applications such as MS Suite, Active Directory/Azure, Secure Printing, Team Viewer
• 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.

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 [email protected] 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 [email protected]

Find out more about a career with Mission Australia.

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

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