IT Service Desk Administrator Full Time- Max term contract 11 months Camberwell About Us At Baptcare, we care. Our Mission and Vision are lived through our WE CARE Values: for our residents, customers, clients, partners, and supporters; with the very young through to the very old, the vulnerable, with families through all of life's stages and challenges.
Baptcare is a purpose driven organisation working across Victoria, Tasmania, and South Australia. Focused on providing residential and community care for older people and support to children, families, and people with disability, financially disadvantaged people and people seeking asylum.
Our Values are Wellbeing, Ethics, Co-creating, Accountability, Respect, and Effectiveness .
About the Role The IT Service Desk Administrator is part of the IT Service Desk team. The IT Service Desk is staffed during regular business hours and expected to be on rotational on-call support after business hours. The IT Service Desk manages all Level 1 and 2 Incidents and Service Requests. The IT Service Desk Administrator plays a key role in representing IT Service Delivery to Baptcare. The Service Desk Administrator must be a sympathetic listener, a quick yet thorough trouble shooter with solid analytical skills, and excellent timely communicator on status of open tickets to users.
Key Duties Quickly analyse and assess priority ratings of newly created helpdesk tickets. Provide Level 1 & 2 Support by troubleshooting and resolving IT issues via phone, web, and in-person channels. Regularly monitor and work the Helpdesk queue and assist with tasks assigned to other members of the team. Continuously learn and support systems underpinning telephony, application deployment, workforce management, and Cyber Security. Report on health of the help desk and support using uptime and ticket-related performance metrics. Track and report all open and closed incidents to the Head of Service Delivery. Help peers to solve complex issues. Take ownership of day-to-day tasks and ensure all incidents are resolved against SLAs. Proactively learn and train other staff members on new product and service technologies. Assist in developing business support standards, processes, procedures, and guidelines for incident management. Assist in the development and testing of training documentation. Complete other tasks assigned by the Service Desk Team Lead, Head of Service Delivery, and IT Leadership Team. Assist with and ensure assets and licenses are added and maintained in the asset register. Assist with and ensure IT Staff communications are handled timely and professionally. Take responsibility and be timely in all communications with business users. Ensure the originator of helpdesk tickets knows the current status and action plan to resolve open tickets. About You You are passionate about progressing your career in Information Technology and will ideally bring the following:
Strong sense of customer service and commitment to quality service. Ability to prioritise and quickly resolve issues. Excellent written and verbal communication skills. Excellent analytical and problem-solving skills. Ability to apply judgment and tailor solutions to suit end-user expectations. Willingness to collaborate in a team and with business users. Experience using help desk ticketing software. Experience with incident troubleshooting and escalation procedures. Understand emerging technology and end-user needs. Current Australian Driver's Licence and own insured vehicle. Current COVID-19 vaccination or willingness to obtain before commencement. Willingness to obtain a Police Check through Baptcare. Undergraduate / TAFE IT Qualification. Certification in ITILv4 or service delivery frameworks. Microsoft Certifications / Vendor Certifications. For You Baptcare is focused on living our values, not just talking about them. You'll find the culture at Baptcare is one of genuine respect, support, and positive intention. We work hard to achieve results through change, continuous improvement, and ongoing focus on providing the best service delivery to our stakeholders.
Further, the successful candidate will receive:
A competitive salary, plus access to the tax benefits of salary packaging and novated leasing. Hybrid working arrangements, where we predominantly work 2 days from home, and the rest attending the Camberwell office or sites as required. Access to confidential counselling and support services. Be part of an organisation and a team that is driven to make a difference to the lives of our vulnerable community members. How to Apply Click 'Apply Now' to submit your application.
Only short-listed applicants will be contacted.
Applicants must have the right to work in Australia. The successful applicant will be required to undergo a National Criminal History check. If you require support with the application process, please contact .
Baptcare is committed to building a respectful and inclusive workplace, appointing the best person for the role, and supporting diversity. We welcome applicants who may require adjustments.
Baptcare is dedicated to the safety, empowerment, and participation of all children. We have zero tolerance of child abuse and are committed to a thoughtful, protective environment that supports infants, children, and young people to feel safe and respected.
#J-18808-Ljbffr