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.

About the role

About the Role

Access to reliable technology is essential for The Salvation Army to care for people, build community, and respond quickly when help is needed. When IT systems don’t work, it can create delays, stress, and barriers for those trying to deliver vital services in the community.

As an IT Service Desk Support Assistant, you’ll help remove these barriers. By assisting with IT support and information management, you’ll make sure staff and volunteers have the tools they need to serve others effectively.

This volunteer role is an opportunity to use your interest in technology to make a real difference. Every time you help log an issue, support a user, or update information, you’re contributing to the smooth running of TSA’s mission, which means more people in need can get help faster, and communities can stay connected and supported.

Key responsibilities

Customer Assistance

- Basic IT support for staff and volunteers, either over the phone, online, or in person including logging calls and resolution and follow up.

General IT Assistance

- Support with computer, network, or access setup tasks when asked.

- Assist with installing or updating software and hardware under supervision.

- Support tracking of IT equipment and update records when changes are made.

- Assist with account access requests (e.g., password resets, shared drives, or collaboration tools).

- Contribute to guides or notes that make it easier for others to solve common IT problems.

- Learn about and support IT service processes such as problem reporting and asset tracking.

Escalation

- Escalate issues to team leader when something is urgent or outside your scope of volunteer role and/or ability to help with.

Qualifications and skills (desired/required)

- Studying or completed a Certificate, Diploma, or Degree in IT (or related field).
- Interest in technology and a willingness to learn.
- Familiarity with Microsoft 365 (Word, Outlook, Teams, Excel)
- Basic understanding of computer setup, networks, or troubleshooting.
- Good communication skills and ability to work well with others.
- Previous customer service or volunteering experience is a bonus.

Background check requirements

Background checks play an important part in our commitment to being a safe organisation. Where an applicant has disclosable history, the selection process includes a fair assessment and a risk management approach. Collection of personal information is handled per our privacy and confidentiality policies. Below is what is required for this role:

- As this role involves dealing with confidential information and TSA systems access, it requires a Police Check

Development opportunities with this role

_ 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._

_ We value Integrity, Compassion, Respect, Diversity, and Collaboration._