Service Desk Analyst

Do you want a career that means more? At Anglicare Sydney, we bring the strength, the support and the strategy to make it happen.

We're a well-respected not-for-profit that's been serving society's most vulnerable for more than 160 years. Each year, we achieve life-changing outcomes for the 40,000+ people who rely on our person-centred support. And now, we're extending our reach and impact even further.

As a Service Desk Analyst, you'll be key to our mission to enrich lives and strengthen communities. Be welcomed into a compassionate, respectful and purpose-driven community where we don't just talk about values - we live them.

This is a casual role where you will work 2-3 days a week at our Macquarie Park head office.

Your opportunity

Are you a tech-savvy professional with a passion for providing exceptional IT support?

Anglicare is seeking a dedicated Service Desk Analyst to deliver Level 1 & 2 support across our organisation.

In this role you would provide tech support for Windows/Mac, MS Intune, Autopilot, remote tools, and hardware. Troubleshoot, resolve issues, and ensure efficient IT operations.

What you'll bring

• Provide Level 1 & 2 End User Support.
• Ensure timely updates and resolutions in line with SLAs and ITIL best practices.
• Set up and Support Windows and Mac devices including MS Intune & Autopilot
• Provide timely and accurate technical support to clients via various channels (e.g., email, chat, phone).
• Troubleshoot and resolve end-user requests, including user set up, system configuration, and general application support.
• Develop and maintain a comprehensive knowledge base of common issues and solutions.
• Efficiently manage incident queues, prioritise tasks based on impact and urgency,
• Proficiency in remote desktop support tools (e.g., TeamViewer, RDP).
• Hands-on experience with hardware troubleshooting and repair (desktops, laptops, printers).

Qualifications:

• Strong technical skills in Microsoft Azure, Windows Server, Active Directory, and Azure AD.
• Tertiary qualification/Diploma in information technology or equivalent discipline or demonstrated relevant experience.
• Excellent communication and interpersonal skills.
• Experience with ticketing systems and knowledge base management
• Analytical Troubleshooting skills to identify, assess, and escalate incidents when required while ensuring timely resolutions.
• Customer-Focused Communication -
• ITIL Familiarity - solid understanding of incident, problem, and change management best practices.
• Process Improvement Mindset - you proactively seek ways to improve support processes and reduce recurring incidents.

About You:

• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Ability to work independently and within a team.
• High attention to detail.
• Proactive and customer-focused approach.

Why Anglicare ?

We provide meaningful opportunities and choice, both for the individuals and communities we support and the dedicated people here who make it happen.

At Anglicare, you'll get the security, stability and opportunities that come with a strong, well-established organisation that's ready for the future. You'll belong to a community of kind, humble and respectful people of all faiths and backgrounds. You will also be supported to gain new knowledge, deepen your experience and expertise, and shape a rewarding career.

Anglicare is as wonderfully diverse as the customers and communities we support. While we are guided by our Christian-based values, our team includes people of all faiths and backgrounds who share our commitment to serving others, and we value the diverse perspectives they bring. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, genders, abilities and cultural backgrounds.