Service Desk Officer

St John WA Careers; Western Australia; On-site; AUD 39,000 - 44,000; Part time

Benefits offered by this job

Health and Wellness reimbursement

17.5% leave loading

Corporate uniform

Salary packaging and novated leasing

Consumer discounts

Discounts on first aid equipment

Complimentary First Aid Training

Complimentary ambulance cover

Job summary

St John WA invites applications for a part-time Service Desk Officer in our Digital Services team. The role offers 15 hours per week with a roster on Tuesdays and Fridays, providing first-level IT support across desktops, software, and networks in Western Australia.

You will diagnose issues, document incidents, assist with onboarding, and contribute to knowledge bases to improve user support. Relevant IT qualifications or ITIL certification are desirable.

Qualifications

• 1–3 years’ service desk or technical support experience.
• Confident using Windows, Office 365, ServiceNow and basic networking.
• Strong customer service and communication skills.
• Good problem-solving, organisation and attention to detail.
• Able to manage priorities in a fast-paced environment.
• IT qualification and/or ITIL Foundation certification desirable.

Responsibilities

• Provide first-level support via phone, web portal, email and chat, ensuring timely and professional resolution of user issues.
• Troubleshoot desktops, laptops, mobile devices, printers, applications, Windows, Office, VPN and Active Directory.
• Prioritise, record, track and document incidents and service requests in line with defined processes and SLAs.
• Escalate incidents with clear documentation and collaborate with technicians to resolve repeat issues.
• Support employee onboarding and offboarding, including account provisioning and hardware setup.
• Assist with asset tagging, inventory tracking, equipment management and loan fleet coordination.
• Research solutions using internal and external knowledgebases and remote diagnostic tools.
• Contribute to help sheets, FAQs and technician knowledgebases to improve user support.

Skills

Customer service

Communication

Problem solving

Prioritisation

Education

IT qualification

ITIL Foundation

Tools

Windows

Office 365

ServiceNow

Networking basics

Job description

St John WA has been serving the Western Australian community since 1922. Our organisation has grown into an integrated healthcare provider, connecting people across WA to lifesaving emergency services, urgent care, and health education.

We are a not-for-profit organisation, and we are committed to making a positive impact on the safety, wellbeing, and health of everyone, no matter where in WA they live. Our services are powered by more than 8,000 dedicated employees and volunteers who bring care, skill, and compassion to every corner of the state.

About the Role:

We are looking for a Service Desk Officer to join our Digital Services department on a permanent, part-time basis of 15 hours per week working shift roster every Tuesday and Friday between 6:30am and 7:30pm.

The Service Desk Officer is responsible for providing first level technical support to internal users by diagnosing and resolving software, hardware, and network issues. This position is critical in ensuring the smooth operation of Digital Services and the timely resolution of incidents and service requests. Resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

What You’ll Do:

• Provide first-level support via phone, web portal, email and chat, ensuring timely and professional resolution of user issues.
• Troubleshoot desktops, laptops, mobile devices, printers, applications, Windows, Office, VPN and Active Directory.
• Prioritise, record, track and document incidents and service requests in line with defined processes and SLAs.
• Escalate incidents with clear documentation and collaborate with technicians to resolve repeat issues.
• Support employee onboarding and offboarding, including account provisioning and hardware setup.
• Assist with asset tagging, inventory tracking, equipment management and loan fleet coordination.
• Research solutions using internal and external knowledgebases and remote diagnostic tools.
• Contribute to help sheets, FAQs and technician knowledgebases to improve user support.

What You’ll Need:

• 1 - 3 years’ service desk or technical support experience.
• Confident using Windows, Office 365, ServiceNow and basic networking.
• Strong customer service and communication skills.
• Good problem-solving, organisation and attention to detail.
• Able to manage priorities in a fast-paced environment.
• IT qualification and/or ITIL Foundation certification desirable.

Benefits:

The successful candidate will be offered an interactive and supportive working environment, along with:

• Health and Wellness reimbursement
• 17.5% leave loading
• Corporate uniform
• Salary packaging and novated leasing
• Consumer discounts
• Discounts on first aid equipment
• Complimentary First Aid Training
• Complimentary ambulance cover

Service Desk Officer - Position Description.pdf

Applications close on Wednesday 25th November 2026 at 6:00pm

St John WA is committed to fostering an inclusive, welcoming, and diverse workplace where everyone feels safe to be themselves. We encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples and the LGBTIQ+ community.

St John WA is a child-safe organisation and takes a proactive approach to child safety. We ensure all children engaged in St John WA services are protected, respected, and empowered. Our commitment is supported by clear policies and procedures that reinforce our safeguarding practices.

St John WA reserves the right to select a shortlist from the applications received. The selection process employed will be at the discretion of St John WA.