IT Service Desk Administrator

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 will work within the IT department in partnership with Baptcare management and staff to contribute to organisational performance and employee engagement through assisting management and staff to become superior performers; and, when significant change is required, transforming the organisation in the achievement of new directions and goals.

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 trouble-shooter with solid analytical skills, and excellent timely communicator on status of open tickets to users.

About you

You will ideally bring with you, good analytical skills in assessing priority ratings of IT tickets and providing level 1 and level 2 support to troubleshoot IT issues via phone, web and in-person channels. You will also assist in developing business support standards, processes, procedures, and guidelines for incident management across the business. The position will be accountable for the following activities:
Workplace Health & Safety Responsibilities

Service Desk Administration

Procurement and Invoicing

Licensing and Asset management

IT communications

**Further to this, you will ideally bring the following**:
Strong sense of customer service and commitment to quality service

Excellent analytical and problem-solving skills

Willingness to collaborate in a team and with business users

Experience using help desk ticketing software

Experience with incident troubleshooting and escalation procedures

An undergraduate/post graduate degree or a TAFE qualification in Information Technology

A Certification in ITILv3 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.

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.

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.

Must have had or be willing to get a Flu vaccination and COVID vaccination

Baptcare is committed to building a respectful and inclusive workplace, appointing the best person for the role, and supporting diversity. We welcome applicants who may require adjustments.