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Service Desk Analyst

3 months ago

Milton, Queensland, Australia Yourtown Full time

Yourtown is a highly respected organization that focuses on providing services aimed at improving the well-being of young individuals, specifically in the areas of mental health, long-term unemployment, prevention of youth suicide, child protection, as well as support for those facing domestic and family violence.

At Yourtown, our mission is to empower children and young people to tackle life's challenges with confidence. We strive to help them recognize and embrace their unique strengths, resilience, and self-determination. We acknowledge the bravery and determination of young individuals who reach out to Yourtown seeking support.

Unlock Your Potential at Yourtown

Position Overview

Join us as an IT Service Desk Analyst where you will play a crucial role in providing exceptional IT support to internal users spread across Australia. Acting as the initial point of contact for IT incidents and service requests stemming from the day-to-day activities of Yourtown, you will be responsible for delivering support primarily over the phone, with occasional face-to-face interactions and site visits. Your focus will be on ensuring effective communication with all stakeholders while maintaining a customer-centric approach in all service desk interactions.

In this role, your responsibilities will include:

  • Providing first- and second-line IT support to internal users
  • Implementing ITIL processes to manage incidents and problems efficiently
  • Tackling technical issues on a variety of systems and technologies
  • Assisting the major incident team during critical situations
  • Contributing to the education of customers and support team members

You will also be required to participate in on-call duties, typically once every four weeks, to offer operational assistance to our 24-hour services.

Qualifications We Seek

We are looking for individuals who are innovative, positive, flexible, and results-driven. You should enjoy taking ownership of tasks in a fast-paced and dynamic environment. Additionally, you should possess:

  • Demonstrated experience in an operational IT support role
  • A Certificate level qualification in IT is advantageous
  • Familiarity with Dynamics 365 and Service Now is highly desirable
  • Strong interpersonal skills with a focus on customer service
  • Proactive approach to learning new systems and technologies
  • Excellent problem-solving abilities
  • Capability to work under pressure with precision and organization

Benefits of Joining Us

When you become a part of Yourtown, you enter a welcoming, inclusive, and diverse environment within a nationally recognized and reputable organization. Our team is resilient, resourceful, and dedicated, constantly striving to create a positive impact.

Working with us comes with numerous advantages including:

  • Salary sacrifice options for increased take-home pay
  • Access to Paylab for saving on various everyday items and services
  • Opportunities for professional development both internally and externally
  • Free access to over 16,000 learning modules on LinkedIn Learning
  • Emphasis on employee health and well-being with the yourWellness program
  • Access to free counselling sessions for you and your family
  • Discounted private health insurance and other services through partner organizations
  • An environment that values diversity, cultural competence and promotes equal opportunities

Join Us

If you believe in the potential of young individuals and in yourself, consider joining team Yourtown and making a significant impact on the lives of young people, families, communities, and society at large in Australia.

To apply for this role, and to access the full Position Description, please visit the official website.

Yourtown has a strong stance against abuse and upholds the principles of Safeguarding as a shared responsibility. The organization is dedicated to providing protective services for children, youth, and vulnerable adults. Successful applicants will undergo thorough screening procedures to ensure suitability for child-related roles.

Join our team where we embrace diversity, inclusivity, and the desire to create positive change.