Support Hub Agent

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Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with a lived experience of mental health and disability and people who identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we'd love to hear from you.

If you'd like to know more about our reconciliation commitment, click here Reconciliation | Wellways

• Join a collaborative team providing Level 1 support across systems and applications
• Enable team members to support our community by providing reliable IT service
• Permanent full-time role with salary packaging and opportunities for development

You communicate with clarity and confidence, making technical information accessible to people across the organisation. You're a natural problem solver who takes initiative when things aren't working as they should, and you're quick to spot opportunities to make tasks more efficient. You're able to adapt when priorities shift and stay focused in busy environments. A genuine interest in learning and growth means you're always exploring new tools and technologies that help you build capability and contribute to the team.

As our new Support Hub Agent, you'll be part of a collaborative team that provides frontline (Level 1) support across Wellways' systems and applications. You'll respond to queries, troubleshoot challenges, and ensure that team members across the organisation receive timely and effective assistance. Your work includes logging and resolving service requests, supporting IT asset management, and maintaining documentation that helps team members navigate our systems more easily.

This is a role where your technical skills will be valued, and your ability to collaborate across the organisation will help drive a consistent and high-quality user experience.

• Bachelor's degree or Diploma in Information Technology, Computer Science, or a related discipline, or equivalent professional experience
• ITIL Foundation Certification or higher, demonstrating a solid understanding of service management best practices
• Demonstrated experience in a dynamic service desk or technical support environment
• Relevant Microsoft certifications (MD100, MD101) (preferred)
• Right to work in Australia
• Satisfactory National Police Check, Working with Children Check, NDIS Worker Screening Check and Queensland LCS2 Check, or willingness to obtain
• NDIS Workers Orientation module certificate – free online course

Wellways connects people, strengthens families, and transforms communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing. A leading for purpose mental health and disability support organisation operating nationally, our services span mental health, disability and community care and reach more than 7000 people each year Working with a diverse range of people, Wellways creates an inclusive community where everyone can imagine and achieve their hopes and potential.

• A purpose driven culture where people can thrive, everyone is respected, and differences are valued
• An equitable, diverse, and socially inclusive work environment
• Salary packaging up to $15,899 enables you to spend a portion of your salary before it is taxed to pay for things like rent, mortgage repayments, car leasing
• Meal and Entertainment allowance via salary packaging up to $2,650 per annum
• Receive 17.5% leave loading every time you take annual leave
• Paid parental leave after 12 months of ongoing employment
• Access for you and your family to our Employee Assistance Program

For a copy of the position description or confidential discussion about the role, please contact Justin McKenzie, Enterprise Solutions and Infrastructure Manager on

To apply for the Support Hub Agent role at Wellways, please submit the following:

• Your resume, outlining your relevant experience and qualifications.
• A cover letter that introduces yourself and explains your interest in the role.
• A written response (maximum 300 words) to a scenario-based question.

Please click here to view the scenario and include your response as part of your application.

Wellways is committed to the safeguarding of children and vulnerable people. Successful applicants must undergo a comprehensive screening process prior to their commencement.

Job Description Summary

The primary goal of this role is to assist Wellways staff by providing high quality, timely Level 1 technical support as a key member of the internal service desk, known as the Support Hub.

Culture

We're passionate about our work, which is enjoyable, challenging and rewarding. All of our teams work to ensure everyone can imagine and achieve their hopes and potential. We know that people are unique and the experts on their life and are not defined by impairments, diagnosis or labels. We aim to specifically promote safety and inclusivity for LGBTIQ+ and First Nations communities.

How To Apply

This is your opportunity to join a values based, growing, innovative and nationally recognised organisation with over 2,000 staff members across 93 sites. Please select "Apply" below to complete your application.

Applications Close

14/09/2025