IT Service Desk Administrator

Job Description

IT Service Desk Administrator Full Time 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 troubleshooter with solid analytical skills, and an excellent timely communicator on the 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 the health of the help desk and support using uptime and ticket-related performance metrics. Track and report all open and closed incidents to the Service Delivery Manager. 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 and procedures, and guidelines for incident management. Assist the IT Trainer in the development and testing of training documentation. Complete other tasks assigned by the Service Delivery Manager, IT Manager, and ITLT. Order appropriate Assets, gain quotes, make value judgments on available options. Assist with and ensure assets are procured in the most cost-effective and appropriate way for maximising business value. Assist in developing business support standards, processes and procedures. Assist with and ensure invoices are processed in a timely manner. Create Invoices and ensure signoff. Assist with and ensure licenses are purchased in the most cost-effective and appropriate way for maximising business value. 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. Understanding of emerging technology and end-user needs. Experience in a unionised workplace highly regarded. Current Australian Driver's Licence and own insured vehicle. 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 from home, 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 . At Baptcare, we value diversity in all forms and aim to co-create inclusive experiences and communities with our employees, volunteers, the people we work alongside and our partners. We are committed to diversity and inclusion across all we do and to building communities and workplaces where everyone belongs. 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. Baptcare (VIC, TAS) is proud to be working towards uniting with BaptistCare (NSW, ACT, WA) and Baptist Care SA, to create a newly merged national care organisation committed to providing exceptional support and services across Australia. Together, we are building on a shared history of care and compassion, expanding our reach, and strengthening our mission to help people live well with dignity and purpose. #J-18808-Ljbffr