IT Service Desk Analyst – Salvo Stores

Number Of Positions Available

2

About Us

The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.

About The Role

We are seeking an IT Service Desk Analyst for a Permanent- Full Time placement based in THQ Blackburn, VIC.

Purpose Of The Role

The Service Desk acts as a single point of contact for all customers in Salvation Army Australia Territory. The Service Desk exists to provide delightful customer experience through level 1 and 2 technical support and advice as per the IT Service Catalogue in alignment with the IT Service Level Agreement

Key Roles And Responsibilities

• Provide friendly and efficient Level 1 and 2 support via telephone, remotely, or on-site for incidents and service requests. This includes all POS hardware, software, and integrated peripherals (e.g., receipt printers, EFTPOS, barcode scanners).
• Troubleshoot and resolve POS and store IT issues in line with SLAs, working closely with vendors and internal teams to manage escalations, repairs, and software updates when needed.
• Support store network connectivity, including Telstra NBN services, routers, switches, and wireless access points. This involves coordinating fault resolution and escalations with Telstra and other vendors to ensure minimal disruption.
• Assist with the setup and configuration of network infrastructure and POS equipment for new store openings, refurbishments, and relocations—making sure everything runs smoothly from day one.
• Coordinate tasks with other IT teams and stakeholders, and pitch in with PC, data, and access management activities whenever needed.
• Train and support store staff to confidently use POS systems and offer guidance on basic troubleshooting so they feel equipped to handle everyday issues.
• Ensure all support calls are accurately logged, capturing customer details and action history. Keep documentation up-to-date, including store setups, network diagrams, and POS configurations.
• Contribute to the knowledge base, helping create and maintain clear, helpful articles that make onboarding and issue resolution easier for everyone.
  
  

Qualifications And Experience Required

• Degree in Computer Science or Business is mandatory
• ITIL Foundation Certificate
• CCNA/MCSA/CompTIA certifications is highly desirable
  
  

Requirements For The Role

• National Police Check
  
  

Why Work For Us

• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits annually.
• Flexible working conditions
• Paid parental leave
• Financial, retail and lifestyle discounts and benefits
• Employee Assistance Program - Independent confidential counselling service
• Opportunity for career development
• An inclusive culture of dedicated, passionate and professional team members
• Positively supporting and impacting the lives of others through your career contribution.
  
  

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration