IT Service Desk Administrator

Full Time
Camberwell
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 is part of the IT Service Desk team. The IT Service Desk is staffed during regular business hours and expected to be on rotational on-call support after business hours. The IT Service Desk manages all Level 1 and 2 Incidents and Service Requests. 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.
Key Duties
Quickly analyse and assess priority ratings of newly created helpdesk tickets
Provide Level 1 & 2 Support by troubleshooting and resolving IT issues via phone, web, and in-person channels
Regularly monitor and work the Helpdesk queue and assist with tasks assigned to other members of the team.
Report on health of the help desk and support using uptime and ticket-related performance metrics
Track and report all open and closed incidents to the Service Delivery Manager
Help peers to solve complex issues
Take ownership of day-to-day tasks and ensure all incidents are resolved against SLAs
Proactively learn and train other staff members on new product and service technologies
Assist in developing business support standards, processes and procedures, and guidelines for incident management
Assist the IT Trainer in development and testing of training documentation
Complete other tasks assigned by the Service Delivery Manager, IT Manager, and ITLT
Order appropriate Assets, gain quotes, make value judgments on available options
Assist with and ensure assets are procured in the most cost effective and appropriate way for maximising business value
Assist in developing business support standards, processes and procedures
Assist with and ensure invoices are processed in a timely manner
Create Invoices and ensure signoff
Assist with and ensure licenses are purchased in the most cost effective and appropriate way for maximising business value
Assist with and ensure assets and licenses are added and maintained in the asset register
Assist with and ensure IT Staff communications are handled timely and professionally
Take responsibility and be timely in all communications with business users
Ensure the originator of helpdesk tickets knows the current status and action plan to resolve open tickets
About You
You are passionate about progressing your career in Information Technology and will ideally bring the following:
Has a strong sense of customer service and commitment to quality service
Ability to prioritise and quickly resolve issues
Excellent written and verbal communication skills
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
Understand emerging technology and end-user needs
Experience in a unionised workplace highly regarded.
Current Australian Driver's Licence and own insured vehicle.
Willingness to obtain a Police Check through Baptcare.
Undergraduate / TAFE IT Qualification
Certification in ITILv4 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.
At Baptcare, we value diversity in all forms and aim to co-create inclusive experiences and communities with our em