Service Desk Officer

St John of God Health Care is one of Australia's largest and most respected private health care providers, employing over 15,000 caregivers across a diverse network of hospitals and community services. With 25 hospitals and services, more than 3,200 hospital beds, home nursing, disability support, and social outreach programs, we are committed to delivering exceptional care and supporting healthier communities.

About the role 

We are seeking a customer-focused Part-Time Service Desk Officer to join our team and be the first point of contact for IT support across the organisation.

In this role, you will deliver exceptional customer service by assisting users with a variety of technical requests, troubleshooting issues, and providing timely first-level support for IT applications and systems. Working in a collaborative environment, you will investigate, resolve, configure, and document technical issues to ensure our technology remains reliable, secure, and performing at its best.

The role is offered on a part-time basis, working 22.8 hours per week.

Key responsibilities 

• Provide first-level IT support and exceptional customer service for desktop, network and infrastructure-related enquiries.
• Log, diagnose, prioritise and manage service requests and incidents through to resolution or escalation.
• Troubleshoot and resolve technical issues, escalating complex matters to Tier 2 and Tier 3 support teams as required.
• Support security processes, including email security triage, multi-factor authentication (MFA) and user access management.
• Maintain accurate documentation, knowledge base articles, reports and incident records in line with service standards and SLAs.
• Contribute to continuous service improvement by developing processes, checklists and best-practice documentation.

Your skills and experience

To be successful in this role, you will have at least three years’ experience working in a Service Desk or Help Desk environment, with a proven ability to log, troubleshoot, resolve and escalate ICT issues using call management systems. You will also possess strong technical knowledge of Microsoft Windows operating systems, Microsoft Office applications, and the support of information systems, computing equipment and networking devices.

You will be an effective communicator with excellent written and verbal skills, enabling you to provide outstanding customer service to users at all levels of the organisation. Combined with strong analytical and organisational abilities, you will thrive in a collaborative team environment, demonstrating a proactive approach to problem-solving and a commitment to delivering high-quality support outcomes.

Above all, people will be at the core of everything you do committing to and supporting our Mission and Values.

All applicants are requested to submit a covering letter (of no more than two (2) pages) demonstrating how you meet the above position requirements.

We can offer you 

• Salary: $81,827 to $88,109 per annum (pro rata), plus 12% superannuation
• Permanent part-time position
• Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:
  • Novated leasing 
  • work related expenses
  • self-education and
  • additional superannuation
• A healthy work-life balance through flexible work options and well-being programs
• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance
• Employee support through our dedicated free Employee Assistance Program (EAP)
• Access to a range of Lifestyle, Health & Wellbeing rewards and discounts
• Bike riding facilities and showers
• Central CBD location, close to bus and train stations
• Working from home arrangements

Position may be filled before closing date if a suitable candidate is identified

Please note: If suitable candidates are identified, shortlisting and interviews may begin before the advertisement closes.

At St John of God Health Care, we celebrate diversity and warmly welcome applications from people of all backgrounds.

Our commitment is to create a safe and nurturing environment for all children and vulnerable individuals in our care and proactively take steps to protect them from abuse, ensuring their safety and well-being.

Our inclusive culture fosters an environment that is respectful and secure, welcoming and accessible, and unified through our diverse community.