Join our innovative and energetic team! Our IT experts are creative problem solvers that enable over 1200 Save the Children Australia employees to perform their roles and positively impact the lives of children. You'll contribute to the delivery of outstanding customer service and high levels of satisfaction for our user community across more than 100 sites in Australia, the Pacific, and beyond.

Save the Children is no ordinary not-for-profit.

We're ambitious, creative and outspoken. We stand up for children's rights. We want all children to be educated, healthy and live a life free from violence. We run programs in Australia and overseas and, if there's a disaster - like an earthquake, drought or conflict - we are there on the ground.

Where you come in:

In this full time fixed-term position (12 months), based in Carlton*, you will work on all ICT related service requests and incidents providing timely and efficient 1st and 2nd level technical support with the aim of resolving issues on first contact. You'll be part of our ICT Service Delivery team and report to the ICT Service Desk Manager.

You will make an impact by:

• Making a significant contribution to 1st contact call closure rates
• Logging, triaging, escalating and coordinating incidents and requests to ensure timely quality closure
• Regularly communicating with SCA employees and 3rd party providers
• Assisting to deliver on our ITSM processes and procedures, ensuring we are working towards exceeding our SLA guidelines
• Being highly customer focused and demonstrating excellent customer service skills to establish key relationships within our user community
• Acting as a focal point for users to provide quality support, with a passion for provision of ICT support services

Does this sound like you?

You're always looking for ways to do things better and you are enthusiastic about learning new concepts and processes. You are excited about improving your skills to help build our ICT capabilities and streamline ways of working. Your exceptional organisational skills will help you juggle our numerous projects and tasks, and your love of helping people with technology will see you succeed in this role.

This role requires:

• Demonstrated IT operational support experience in customer facing role/s supporting desktop, network and telephony systems
• Experience using a Service Desk Management Tool to log, manage and track IT issues and requests to closure
• Basic knowledge of cloud solutions - eg Azure
• Knowledge and experience supporting MS Windows 10, Active Directory, Endpoint Manager (InTune) Office 365, SharePoint Online, and MS Teams
• Relevant Tertiary or Industry Certified qualifications or ITIL V3 or V4
• Knowledge and experience supporting Apple desktop environments
• Understanding of Network Topology

Working at Save the Children is more than just a job.

It's the feeling of knowing that your work is contributing to making the world a better place for children and working with others who feel the same. In addition to a connection to social causes, you will have access to

• Opportunity to work on additional projects alongside business as usual
• Individual learning plans to assist in your career development
• Internal employment and development opportunities
• Friendly work environment
• Child and pet friendly work environment

• Support for workplace wellness, including access to our Employee Assistance Program (EAP)
• Full salary packaging benefits (please use this link to see how much this benefit could mean to you!)

Sound interesting?

We'd love to hear from you. Submit your cover letter and resume by clicking on one of the buttons in the 'Apply' section.

Position Description - Service Desk Analyst

*We understand flexibility is important to you. We have advertised this role as Permanent, full-time role based in Carlton, but if you are looking for something slightly different, please let us know. We offer flexible hours, remote working, and flexible job structure, among many other employee benefits. All are available for the right candidate!

Save the Children is committed to providing and maintaining a safe working environment for its employees and client groups, consistent with our obligations under OH&S legislation. Successful applicants are required to provide evidence of vaccination against COVID-19, or proof of medical exemption.

We have tested our application process with diverse groups in mind, with the intent to ensure it is straightforward and accessible for all to apply. Diversity and inclusion are fundamental to our culture and improve our ability to reach our most vulnerable client groups. But we also know there is no one-size fits-all when it comes to recruitment - so if we did not hit the mark for you, please let us know! We are dedicated to ensuring Save the Children Australia is a workplace suitable for all people and can modify our processes to suit you - no matter your race, ethnicity, gender, age, disability, sexuality, neurodiversity, culture, and beliefs.

Save the Children Australia is a child-safe organisation. All employees are required to undergo a National Police Check, a Working with Children Check where necessary, and sign our Child Safeguarding Policy and Code of Conduct. We also support the Inter-Agency Misconduct Disclosure Scheme. You can read about the Scheme and our commitment to Safeguarding here.