IT Service Desk Analyst

St John Ambulance VIC; City of Melbourne; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible working arrangements

Salary packaging options up to General

Meals & Entertainment up to $2,650

Novated Leasing

Hybrid work from home & office

Training and professional development

Discounted private health insurance

Job summary

St John Ambulance Victoria is seeking an experienced IT Service Desk Analyst to deliver responsive, customer-focused IT support across the organisation. You will resolve service desk requests, troubleshoot hardware and software issues, and assist with managing Microsoft and cybersecurity platforms.

With 5+ years in IT support or service desk, you will work closely with staff, volunteers, vendors and MSPs to ensure secure, reliable IT services and an exceptional user experience.

Qualifications

• 5+ years' experience in IT Support or Service Desk.
• Tertiary qualifications in Information Technology or equivalent enterprise IT experience.
• Strong experience with Microsoft 365, Azure, Entra ID, Exchange Online and Intune.
• Sound knowledge of cybersecurity principles, including Essential Eight, Zero Trust, MFA and endpoint security.
• Excellent communication and customer service skills, with the ability to support both technical and non-technical users.

Responsibilities

• Resolve service desk requests and provide first-line support.
• Troubleshoot hardware, software and network issues.
• Support ongoing management of Microsoft and cybersecurity platforms.
• Collaborate with staff, volunteers, vendors and MSPs to maintain secure IT services.

Skills

IT Service Desk

Customer Support

Vendor Collaboration

Education

Bachelors in IT

Tools

Microsoft 365

Azure

Entra ID

Exchange Online

Intune

Job description

We are seeking an experienced IT Service Desk Analyst to provide responsive, customer-focused support across our organisation. As a key member of the IT team, you will be responsible for resolving service desk requests, troubleshooting hardware, software and network issues, and supporting the ongoing management of Microsoft and cybersecurity platforms. Working closely with staff, volunteers, vendors and managed service providers, you will play an important role in maintaining secure, reliable and efficient IT services while delivering an exceptional user experience.

About the role

We are seeking an experienced IT Service Desk Analyst to provide responsive, customer-focused support across our organisation. As a key member of the IT team, you will be responsible for resolving service desk requests, troubleshooting hardware, software and network issues, and supporting the ongoing management of Microsoft and cybersecurity platforms. Working closely with staff, volunteers, vendors and managed service providers, you will play an important role in maintaining secure, reliable and efficient IT services while delivering an exceptional user experience.

• 5+ years' experience in an IT Support or Service Desk role.
• Tertiary qualifications in Information Technology or equivalent enterprise IT experience.
• Strong experience with Microsoft 365, Azure, Entra ID, Exchange Online and Intune.
• Sound knowledge of cybersecurity principles, including Essential Eight, Zero Trust, MFA and endpoint security.
• Excellent communication and customer service skills, with the ability to support both technical and non-technical users.
• Proven ability to troubleshoot complex IT issues and collaborate with vendors, managed service providers and security partners.

Don't meet every requirement? At SJAV, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

About St John Ambulance Victoria

St John Ambulance (Vic) has been saving lives and delivering care and compassion throughout Victoria for 140 years. Our people, both paid and volunteer, are the lifeblood of everything we do.

Our people and our clients come from all walks of life. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. We value the innovation and creativity that diversity of thought brings to our high-performance culture and we welcome applications from anyone who believes they can deliver the outcomes we are looking for.

We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability.

Your unique ideas and perspectives are valued so that we best represent the Victorian community we serve.

Employee benefits

• Focus on work-life balance including flexible working arrangements
• Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing
• Supportive team environment in modern offices
• Hybrid work from home & office model (where appropriate for the role)
• Training and professional development opportunities
• Access to discounted Private Health Insurance

Other Information

All offers of employment are subject to satisfactory reference checks, police checks and other probity checks including for some positions a pre-employment medical.

St John Ambulance Victoria is committed to putting the safety and wellbeing of children first, a current and valid Working With Children Check is a mandatory condition of employment.