Service Desk Officer

Do you want to work for an iconic Western Australian organisation committed to changing lives and making a difference to your community?

For more than 130 years, St John WA has been a cornerstone of support in Western Australia connecting with community through education, training and care.  

As a trusted not-for-profit, the organisation’s unwavering mission is to serve humanity and build resilient communities which we do through a strong team spirit, camaraderie and the collaboration of all team members – paid and volunteers alike - working together to support wellbeing and health for every Western Australian.  

St John WA is powered by team members who have a strong sense of belonging and purpose and combined we are a leader in pre-hospital care and related products with revenue of about $500 million across 17 different services, and a team of 8500 including 3500 paid team members and 5000 volunteer team members.   

Last year, we connected with 1.2 million Western Australians including:  

• 340,000 people through first aid training, education and engagement,  
• 362,000 people who received care close to where they live and work,  
• 410,000 received trusted transport and emergency care when they needed it most.   

A job to be proud of:

As a Service Desk officer at St John WA, you are responsible for providing first level technical support to internal users by diagnosing and resolving software, hardware, and network issues. This position is critical in ensuring the smooth operation of Digital Services and the timely resolution of incidents and service requests. Resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

This is a permanent, full-time position based at our Head Office in Belmont.

What you’ll do:

• provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Provide technical support for desktops, laptops, iPads, mobile devices, printers and applications.
• Troubleshoot issues related to Microsoft Office, Windows, VPN, Active Directory, and other common enterprise technologies.
• Priorities incidents and service requests according to defined processes to meet defined SLAs.
• Record, track, and document the service desk incident-solving processes, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Develop help sheets and FAQ lists for end users.

What you’ll need:

• 1-3 years of experience in a technical support or service desk role.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• proficiency with Microsoft Windows, Office 365, and basic networking concepts.
• Previous experience with ServiceNow.

What’s in it for you?

The successful candidate will be offered an interactive and supportive working environment within a positive and professional team along with:

• Access to salary packaging of up to $18,550 on a wide range of expenses, including mortgage or rent, meals and entertainment, holiday accommodation, and everyday living costs – helping you make the most of your take-home pay
• 17.5% leave loading
• Two additional days of annual leave per year
• $550 Health and Wellness reimbursement
• Free emergency ambulance cover
• Free first aid training

Are you ready to change lives?

To apply for this exciting opportunity please select "Apply Now".

Alternatively, if you have any questions please contact Lena Lee at Lena.Lee@stjohnwa.com.au.

Applications close on Thursday 19th June at 6pm.

St John WA is committed to creating an inclusive environment which provides a sense of belonging and enables a welcoming, diverse, capable and connected workforce who represent the community we serve. Our goal is to ensure people feel safe to be themselves.

We actively encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples, members of the LGBTIQ+ community, and all other suitable applicants.

Please note that St John will not accept recruitment agency applications for this position.

St John reserves the right to select a shortlist from the applications received. The selection process employed will be at the discretion of St John