ICT Service Desk Specialist
About The Position
Join Goodstart as an ICT Centre Support Specialist and help keep our national network of centres and support offices connected. Working as part of our ICT Service Delivery team, you'll play a key role in providing responsive technical support, resolving a broad range of ICT issues and delivering an outstanding customer experience. This is a hands-on, fast-paced role where no two days are the same. You'll support colleagues across Australia, troubleshoot technical issues, manage service requests and contribute to continuous improvements that help our people focus on what matters most – giving children the best possible start in life. If you enjoy solving problems, thrive in a busy support environment and take pride in delivering exceptional customer service, we'd love to hear from you.
Requirements
- Previous experience in an ICT Service Desk, Help Desk or Technical Support role.
- Strong troubleshooting skills across Microsoft environments, end-user devices and business applications.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- A customer-first mindset with strong active listening skills and a genuine passion for helping people.
- The ability to work effectively in a fast-paced, high-volume support environment while managing competing priorities.
- A collaborative approach, strong work ethic and commitment to continuous improvement.
- Must have or obtain a valid working with children check.
Nice To Haves
- Experience using ServiceNow or another IT Service Management (ITSM) platform will be highly regarded, but isn't essential.
- Experience supporting education, childcare or similarly regulated environments will be viewed favourably, particularly where privacy and child safety requirements are important.
Responsibilities
- Deliver high-quality ICT support across hardware, software, systems and user access requests.
- Diagnose, troubleshoot and resolve technical issues while providing an exceptional customer experience.
- Manage a high volume of support requests, prioritising competing demands and meeting service level expectations.
- Escalate complex technical issues where required and collaborate with internal ICT teams and third-party vendors.
- Support user account management, system access and technology administration across multiple platforms.
- Maintain accurate documentation and contribute to knowledge sharing across the ICT team.
- Identify opportunities to improve support processes, service delivery and operational efficiency.
- Help ensure Goodstarters have reliable technology to support children and families across Australia.
Benefits
- Flexible work arrangements
- Salary packaging benefits available through AccessPay (eligibility applies)
- Access to discounted childcare (up to 15%)
- Fitness Passport – access to gyms and pools for you and your family at a heavily discounted price
- Discounted health care and access to our employee wellbeing program with BUPA
- Exclusive discounts on travel, gym memberships, Apple and Dell products, and more
- Free annual flu shot (optional)
- Option to purchase extra leave for even greater work-life balance
- First Nations Support and Cultural Leave
- Ongoing investment in learning, leadership development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
