Service Desk Analyst

SERVICE DESK ANALYST

Join our IT team as a Service Desk Analyst, providing frontline technical support, troubleshooting issues, administering applications, and delivering outstanding customer service to ensure seamless technology experiences across the organisation.

• 6-month max-term contract Position l Malvern Location l On-Site
• Supportive Team Environment
• Generous Not-for-profit Salary Packaging

About the role:

We are seeking a motivated Service Desk Analyst to join our Corporate Services team on a 6-month max-term contract covering for maternity leave. As the first point of contact for IT support, you will provide frontline assistance to staff, ensuring technical issues are resolved quickly and effectively. This hands-on role involves logging, troubleshooting, escalating, and resolving service requests, as well as administering key business applications. You will deliver outstanding customer service and work closely with colleagues and vendors to minimise disruption and maximise user satisfaction.

Key responsibilities:

• Act as the first point of contact for IT support via phone, email, ticketing system, and face-to-face.
• Log, triage, and resolve incidents and service requests in line with service levels.
• Troubleshoot hardware, software, and network issues, escalating where appropriate.
• Administer user accounts and applications, including Microsoft 365, Active Directory, and key business systems.
• Deliver training and provide documentation to support end-users with application queries.
• Monitor open tickets, follow up with users, and ensure high-quality customer service.
• Participate in continuous improvement initiatives to enhance end-user systems and service delivery.

What you bring:

• Strong customer service focus with excellent verbal and written communication skills.
• Ability to analyse problems, prioritise tasks, and manage time effectively in a fast-paced environment.
• Proficiency in fault diagnosis and troubleshooting technical issues.
• Experience in a Microsoft Active Directory environment, with working knowledge of Windows OS, Microsoft 365, and networking fundamentals.
• Strong interpersonal skills and confidence supporting users face-to-face.
• Familiarity with ITIL processes and service management tools (e.g., ServiceNow, Jira Service Desk).

Desirable:

• Microsoft or vendor-based certifications.
• Experience deploying standard operating environments.
• Familiarity with business applications such as Carelink Plus, CIM, iCare, Dynamics GP, Chris21, HumanForce, Jira Service Manager, or SoupedUp.

What we offer:

• Generous Not-for-profit Salary Packaging
• Employee benefits: wellness programs and lifestyle discounts
• Employee Assistance Program
• A supportive and welcoming environment where you can make a real difference

About us:

mecwacare is a leading not-for-profit organization that has been supporting Victorians for more than. 65+ years. We are a values-based, care-driven organization that provides residential, community and in-home nursing, care and support services for the elderly and people living with a disability. mecwacare supports more than 20,000 people each week across greater Melbourne and regional Victoria. We are a rapidly growing organization with a diverse workforce of more than 3,500 employees and 500 volunteers, representing 89 nationalities and speaking 100 languages. We strongly encourage applications from individuals of all ages, genders, abilities, cultural and linguistic backgrounds, as well as Aboriginal and Torres Strait Islanders.

To apply:

Click apply and submit your CV and Cover letter addressing the "what you bring section". Successful candidate will have to have sufficient work rights in Australia and provide/undergo a satisfactory Police Check.