Careers at yourtown

Service Desk Analyst

Job no: 494332
Work type: Permanent (Full-Time)
Location: Milton
Categories: Information Technology

yourtown is a trusted provider of services for young people, with a focus on mental health and wellbeing, long-term unemployment, prevention of youth suicide, child protection, as well as support for those experiencing domestic and family violence.

yourtown helps children and young people realise they have the ability to tackle whatever life throws at them. We help them to believe in their unique strengths, tenacity and self-determination. We recognise the courage and determination of children and young people when they reach out to yourtown for support.

Realise your potential at yourtown

your opportunity

As the IT Service Desk Analyst, you will deliver exceptional IT customer support to internal users located 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 yourtown. Support is primarily provided over the phone from a central location however face to face support and site visits will be necessary. You will ensure effective, regular, and timely communication is provided to all stakeholders, while maintaining a strong focus on delivering a customer-centric approach to all service desk interactions.

In this position, you will:

• Provide first- and second-line IT support to internal users
• Utilise 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.

You will need to be available for on-call duty, usually once every four weeks, to offer operational assistance to our 24-hour services.

what we are looking for

You will be innovative, positive, flexible, results-driven and enjoy taking ownership of tasks through to completion within a fast-paced and ever-changing environment. In addition, you will also possess:

• Demonstrated experience in an operational IT support role. A Certificate level qualification in IT is advantageous.
• Knowledge of Dynamics 365 and Service Now is highly desirable.
• Exceptional interpersonal skills, with a focus on customer service and an ability to communicate with a wide range of technical and non-technical stakeholders.
• A proactive approach to learning and adapting to new systems and technologies.
• Excellent problem-solving skills and the ability to resolve complex issues.
• Ability to work under pressure whilst being organised, detail-oriented and accurate.

your benefits

When you join yourtown you will be welcomed into a safe, inclusive, and diverse community and an established and reputable national organisation. We are a resilient, resourceful, and dedicated team who strive to make a difference and not accept the status quo.

Your employment experience will include:

• salary sacrifice options to increase your take home pay
• access to Paylab to help you save on everyday items like groceries, pharmaceutical, automotive services, as well as things like clothing, books, electricals, furniture, and even holidays!
• opportunities for internal and external professional development
• free access to LinkedIn Learning including over 16,000 learning modules
• a genuine focus on employee health and wellbeing
• yourWellness program includes free access to Calm & Centr Apps
• access to free and confidential counselling sessions for you and members of your immediate family
• access to discounted private health insurance, banking and finance, insurance, and superannuation through our partner organisations
• an environment that genuinely values diversity and cultural capability and is an equal opportunity employer

how to apply

If you believe in the power of young people and in yourself, join team yourtown and have an amazing impact on the lives of young people, their families, neighbourhoods and the wider community in Australia.

To apply, and for a full Position Description please visit:

Contact: Kerry Smith | Talent Acquisition Specialist |

yourtown has a zero-tolerance approach to abuse and we believe that Safeguarding is a shared responsibility of all, for all.

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"

Advertised: E. Australia Standard Time
Applications close:

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