ICT Helpdesk Lead

ICT Helpdesk Lead

Full Time

South Perth

RAAFA is seeking a passionate and experienced ICT Help Desk Lead to join our dynamic and supportive Helpdesk team This is a fantastic opportunity to take the next step in your ICT career, providing leadership, technical support, and strategic guidance within a fast-paced and collaborative environment.

Our organisation is nearly 100 years old and built on foundations of care and support, core values that still stand strong throughout all our services today. To this end, we are proud of our heritage, the services we deliver and our people

Our core values of Respect, Care and Honesty underpin who we are, our behaviours and how we operate, we call this The RAAFA Way We have an amazing culture, led by our people who make a real impact to the lives of those we care for every single day.

The ICT Helpdesk Lead is responsible for overseeing the daily operations of the IT helpdesk, ensuring high quality and timely technical support for RAAFAs end users, and providing guidance to the Helpdesk and Desktop Support Officers.

Benefits to you:

• Salary packaging– as a non-profit organisation, you can salary package up to $18,549
• Career & Development Paths – RAAFA offers various ongoing career development opportunities
• Employee Assistance Program -Access confidential counselling services for personal or work-related issues
• Employee Referral Program- earn bonuses for recommending friends
• Discounted Services- including health insurance and gym membership
• Corporate Zoo Membership- Visit Perth Zoo for free
• Supportive culture- be welcomed into an organisation who provide a supportive, friendly and positive culture within all of our staffing groups

Key Responsibilities:

• Lead the IT Help Desk function, ensuring efficient handling of service requests and incidents.
• Maintain and manage the service request system to ensure accurate recording and close out of issues in a timely manner.
• Provide mentorship and training to help desk team members.
• Serve as an escalation point for ICT Help Desk support officers.
• Liaise with ICT System team and other internal stakeholders for problem resolution.
• Maintain the IT asset database used within the corporate environment, including but not limited to desktops, laptop, tablets and phones.
• Assist in maintaining the ICT knowledge base (Wiki) to ensure accurate, up-to-date documentation of internal ICT procedures, troubleshooting guides.
• Assist in the development of ICT policies and processes.
• Maintain effective relationships with clients, colleagues and suppliers to achieve desired business outcomes.
• Comply with all RAAFA policies and procedures and contribute to the development of relevant ICT specific policies, process, procedures and documentation.
• Assist the ICT Systems Team and undertake as ad hoc duties as delegated and required.

Knowledge, Skills and Experience:

• Demonstrated experience in providing technical IT support, ideally within a large corporate office environment supporting 500+ users as part of an established team.
• Knowledge in IT service management (ITSM) principles.
• Demonstrated technical knowledge in supporting a variety of end user devices.
• Demonstrated experience supporting Microsoft Windows and Microsoft 365 environments.
• Demonstrated experience in managing user accounts in Active Directory and Entra.
• Demonstrated experience supporting Microsoft Office 365 applications.
• Outstanding customer service skills are essential as this position will involve phone/email support in addition to technical skills.
• Experience in Jira Service Management (desirable).
• Possession of Microsoft technical certifications or equivalent (desirable).
• Well-developed communication skills (written, verbal and listening) to respond to issues and provide high level support to users with various levels of technical skill.
• Demonstrated ability to work autonomously with a team focus, to participate and contribute to business and project teams.
• Demonstrated experience in a similar position to provide technically competent support.

What you need to do:

• Update your resume
• Be eligible to work in Australia
• Satisfactory National Police Certificate (on commencement of employment to be within six months from date of issue) or willing to obtain one
• Have a National "C" Class Drivers Licence
• Be up to date with your covid 19 and flu vaccinations
• Click "Apply to this Job"

For more information, please call or email us on or

RAAFA WA reserves the right to withdraw, shortlist and interview applicants prior to this date.