Service Desk Specialist

Australian Retirement Trust; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

14% superannuation

Career development

Hybrid work options

Modern hubs and facilities

Job summary

Australian Retirement Trust is seeking a Service Desk Specialist to provide first‑level IT support across desktops, laptops, applications and devices. You'll be the primary contact for incidents and requests, delivering practical solutions with strong communication and customer focus.

Role is permanent and can be based in Brisbane, Sydney or Melbourne. You will help with onboarding, access management and knowledge article updates while contributing to service improvements in a collaborative IT

Qualifications

• Experience providing first-level IT support for desktops, laptops and mobile devices.
• Strong customer service and communication skills.
• Familiarity with ITIL concepts and incident management.
• Able to manage multiple priorities and channels while remaining calm.

Responsibilities

• Respond to incidents and service requests via phone, portal, and remote channels.
• Own issues from initial contact to resolution or escalation.
• Diagnose problems and provide workarounds or escalate as needed.
• Support desktops, laptops, apps, mobile devices, printers and AV equipment.
• Contribute to knowledge articles and ongoing service improvements.

Job description

Australian Retirement Trust – Brisbane QLD

Take hold of a monster opportunity and join Australian Retirement Trust as our Service Desk Specialist. You'll provide responsive, customer-focused technology support across devices, applications and systems access, helping our people stay connected and productive while developing your skills in a collaborative IT environment.

Description

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Service Desk Specialist, you'll be one of the first points of contact for technology support, helping our people resolve issues and get the most from the tools they use every day.

You'll provide first-level support remotely, and through our Service Portal. From troubleshooting laptops and applications to supporting systems access, mobile devices, printers and audio-visual technology, you'll deliver practical solutions with a strong focus on service and communication.

You'll take ownership of assigned incidents and requests from initial contact through to resolution or escalation. Working with colleagues across technology and the broader business, you'll also contribute to knowledge articles, technology rollouts, asset management and ongoing service improvements.

This role is a permanent opportunity and can be based in Brisbane, Sydney or Melbourne.

Responsibilities

Day to day, you'll:

• Respond to technology incidents and service requests across phone, portal, and remote channels.
• Take end-to-end ownership of assigned issues and keep customers informed about progress and resolution.
• Complete first-line investigation and diagnosis, resolving issues or escalating them through the appropriate support process.
• Support desktops, laptops, applications, mobile devices, printers, peripherals and audio-visual technology.
• Process systems access requests and support technology requirements for onboarding, offboarding and internal role changes.
• Prioritise incidents based on impact, urgency and agreed service-management procedures.
• Help customers build confidence with technology through practical guidance, training and how-to support.
• Create and improve support documentation and knowledge articles.
• Monitor service performance and help ensure service-level commitments are met.
• Support technology projects, deployments and business rollouts.
• Assist with the lifecycle management of technology assets, including receiving, auditing, provisioning, maintaining, reassigning and decommissioning equipment.
• Identify opportunities to simplify processes and continuously improve the customer experience.
• Work collaboratively across Technology and the business to resolve issues and deliver effective outcomes.
• Provide occasional support outside normal business hours when required to meet agreed service levels.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience supporting workplace technology, including desktops, laptops, mobile devices, printers, peripherals and video-conferencing equipment.
• Your approach is customer focused, responsive and grounded in clear communication.
• You can investigate hardware, software and application issues using structured troubleshooting techniques.
• You're able to remain composed and organised while managing multiple priorities and competing service requests.
• You understand IT service-delivery principles, practices and incident-management processes.
• Your knowledge includes ITIL frameworks and how they support consistent service delivery.
• You can identify, assess and escape technology risks in line with established processes.
• You'll take accountability for assigned incidents and requests through to resolution or appropriate escalation.
• You have experience working in an IT service desk or corporate technology-support environment.
• Your written communication skills enable you to create clear ticket updates, support instructions and knowledge articles.
• You proactively share your knowledge and contribute to team capability.
• You're comfortable providing both remote and hands-on technology support.
• You hold an ITIL Foundation Certificate, or you're willing to work towards one.

About us

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust. Applications close Sunday, 26 October 2026.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Why join us

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.