Careers at yourtown

Service Desk Analyst

Job no: 493118
Work type: Permanent (Full-Time)
Location: Milton
Categories: Information Technology

It’s an exciting time to join the Information Digital & Technology (ID&T) team as we have just begun yourtown’s Digital Transformation journey.

Over the next few years, this will see us creating a digitally led, omni-channel experience to create an accessible, safe and empowering place for young people and enable a truly digital workforce.

We know where we are headed and we are looking for talented and passionate digital advocates to help us meet the challenges of this next stage of our operations. As part of our team, you’ll have a once-in-a-career opportunity to develop a game-changing digital environment with a clear, strong purpose at its heart!

About the role

The Service Desk Analyst delivers exceptional IT customer support to internal users both in person and at remote locations across Australia.
You will act as the first point of contact for IT incidents and service requests arising from the day-to-day operations of the company, ensuring effective, regular and timely communication is provided to all stakeholders and delivering a customer centric approach to all service desk interactions.

Your key responsibilities will include:

  • Provide first- and second-line IT support to internal users
  • Utilising ITIL processes to manage incidents and problems to reduce the number of repetitive tickets, increase productivity and service quality
  • Troubleshoot and diagnose technical issues on a range of systems and technologies
  • Support the major incident team when a major incident is identified
  • Contribute to the education of our customers and other members of the support team
  • Contributing to Knowledge Management

You will be innovative, positive, flexible, results driven and enjoy taking ownership of tasks through to completion within in a fast paced and ever-changing environment.

About you

To be successful in this role you have:

  • Certificate-level qualifications and a minimum of 3 years’ experience in an operational IT support role
  • Knowledge of Windows 10, Office 365, Active Directory and VMWare
  • Exceptional interpersonal skills, with a focus on customer service and an ability to communicate with a wide range of technical and non-technical stakeholders
  • Proactive approach to learning, and adapting to, new systems and technologies
  • Excellent problem-solving ability resolving complex issues
  • Ability to work under pressure whilst being organised, detail-oriented and accurate

Desirable Knowledge, Skills, Abilities:

  • Knowledge of Lan/WAN, VPN and Satellite NBN connections

This role will suit someone with an enthusiastic, flexible and can-do attitude in a fast paced and ever-changing environment!

For a full Position Description please visit:

About yourtown

At yourtown, we believe every young person has the right to a brighter future and aim to be part of the solution by delivering services that get results. Our services include Kids Helpline, training and employment services for young people, parent education and specialist accommodation for families. We are one of the largest not-for-profit providers of services for young people in Australia with sites across Queensland, New South Wales, South Australia and Tasmania. The community with yourtown’s Art Unions funds most of what we do. At yourtown you will be part of the solution.

We offer attractive employment conditions including access to salary packaging arrangements and paid parental leave. Find your place at yourtown.

Contact: Miranda Dal, Senior Talent Acquisition Specialist on 0466 943 401

In line with yourtown's diverse workplace culture, Aboriginal and Torres Strait Islander people are encouraged to apply.

yourtown is committed to providing services that protect and keep children, young people and adults at risk free from harm. The appointment of successful applicants will be subject to satisfactory screening for child-related employment including the completion of a National Criminal History Check and retention of a valid Working with Children Check. 

"In our team we value diversity, inclusivity and people who want to make a difference"

yourtown supports vaccination as the best way to keep our people and our communities safe from Covid-19. We require all employees, volunteers, students and contractors to be fully vaccinated against Covid-19 as a condition of employment.


Position Description

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

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