V- Service Desk Analyst

ABOUT US

The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.

Volunteer Service Desk Analyst play a crucial role in delivering outstanding customer experiences to our 10,000-strong workforce spread across diverse locations. They diligently comprehend customer needs, issues, and requirements to promptly deliver suitable solutions.

We have one available role at Redfern, NSW.

KEY RESPONSIBILITIES FOR THIS ROLE WILL INCLUDE:
- Provide level 1 (and 2) support via telephone, online/remotely, or on-site.- Ensure prompt logging and maintenance of all calls with relevant customer information and action history.- Proactively listen to and understand customer issues, needs, and requirements to deliver appropriate solutions efficiently.- Verify issue resolution with customers where appropriate.- Provide regular updates to customers to keep them fully informed of ticket status.- Assist with PC, network, data, and access management moves when required.- Coordinate and implement software and hardware installations and upgrades.- Maintain asset inventory according to changes applied.- Provide access management through appropriate technology such as Windows Server or collaboration systems.- Contribute to the knowledge base by creating training manuals and technical notes.- Assist with service management processes such as Problem Management & Asset Management.- Elevate the priority of tickets as per ITS Service Management policies and escalate tickets in a timely manner.

To be successful in this role, you must have a degree in computer science, business, or other IT-related disciplines.

You will be a team player who possesses a confident and engaging personality and thrives in a fast-paced troubleshooting role to provide exceptional customer service.

ADDITIONALLY, THE FOLLOWING IS HIGHLY VALUED:- A practical understanding of the ITIL framework with foundation certification is an advantage.- Strong knowledge of computer hardware with a focus on workstations and laptops.- Strong customer-facing, interpersonal, and communications skills.- Clear written and verbal communication skills.- Strong problem-solving/troubleshooting skills.- Excellent organisational and time management skills.

IN RETURN WE OFFER OUR VOLUNTEERS REAL AND MEANINGFUL BENEFITS SUCH AS:
- An inclusive culture of dedicated, passionate and professional team members.- Positively supporting and impacting the lives of others through your career contribution.
- The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child related roles will require the successful completion of a Working with Children Check. _Additionally, certain volunteer roles may require a Nationally Coordinated Criminal History Check._