Service Desk Officer

St John WA has been serving the Western Australian community since 1922. Our organisation has grown into an integrated healthcare provider, connecting people across WA to lifesaving emergency services, urgent care, and health education.

We are a not-for-profit organisation, and we are committed to making a positive impact on the safety, wellbeing, and health of everyone, no matter where in WA they live. Our services are powered by more than 8,000 dedicated employees and volunteers who bring care, skill, and compassion to every corner of the state.

About the Role:

We are looking for a Service Desk Officer to join our Digital Services department on a permanent, full-time basis.

The Service Desk Officer is 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.

The team operates on a shift roster between 6:30am and 7:30pm, Monday to Friday. The successful applicant will need to be flexible and available to work across these hours as required.

What You’ll Do:

• Provide first-level support via phone, web portal, email and chat, ensuring timely and professional resolution of user issues.
• Troubleshoot desktops, laptops, mobile devices, printers, applications, Windows, Office, VPN and Active Directory.
• Prioritise, record, track and document incidents and service requests in line with defined processes and SLAs.
• Escalate incidents with clear documentation and collaborate with technicians to resolve repeat issues.
• Support employee onboarding and offboarding, including account provisioning and hardware setup.
• Assist with asset tagging, inventory tracking, equipment management and loan fleet coordination.
• Research solutions using internal and external knowledgebases and remote diagnostic tools.
• Contribute to help sheets, FAQs and technician knowledgebases to improve user support.

 Service Desk Officer - Position Description.pdf

What You’ll Need:

• 1 - 3 years’ service desk or technical support experience.
• Confident using Windows, Office 365, ServiceNow and basic networking.
• Strong customer service and communication skills.
• Good problem-solving, organisation and attention to detail.
• Able to manage priorities in a fast-paced environment.
• IT qualification and/or ITIL Foundation certification desirable.

Benefits:

The successful candidate will be offered an interactive and supportive working environment, along with:

• $550 Health and Wellness reimbursement
• 17.5% leave loading
• Corporate uniform
• Salary packaging and novated leasing
• Consumer discounts
• Discounts on first aid equipment
• Complimentary First Aid Training
• Complimentary ambulance cover

Ready to Apply?

To be considered for this opportunity, please click Apply Now. You will need to complete the online application form and must include a detailed cover letter outlining your motivations for this position and resume.

Applicants will receive an automated receipt on application. If you have not received this email, please contact the Talent Sourcing team prior to the closing date and time. Late or incomplete applications will not be accepted. Applications that do not include both a cover letter and resume may not be considered.

Alternatively, if you have any questions, please contact Talent Sourcing on careers@stjohnwa.com.au 

Applications close on Thursday 23rd July 2026 at 6:00pm

St John WA is committed to fostering an inclusive, welcoming, and diverse workplace where everyone feels safe to be themselves. We encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples and the LGBTIQ+ community.

St John WA is a child-safe organisation and takes a proactive approach to child safety. We ensure all children engaged in St John WA services are protected, respected, and empowered. Our commitment is supported by clear policies and procedures that reinforce our safeguarding practices. 

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