IT Service Desk Analyst

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 Rol

e: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 Agreeme

nt

Key Roles and Responsibilit

• ies: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 scanne
• rs).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 nee
• ded.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 disrupt
• ion.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 nee
• ded.Train and support store staff to confidently use POS systems and offer guidance on basic troubleshooting so they feel equipped to handle everyday iss
• ues.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 configurati
• ons.Contribute to the knowledge base, helping create and maintain clear, helpful articles that make onboarding and issue resolution easier for every

one.

Qualifications and Experience Requ

• ired: Degree in Computer Science or Business is man
• datoryITIL Foundation Certi
• ficateCCNA/MCSA/CompTIA certifications is highly des

irable

Requirements for th

• e role: National Poli

ce Check

Why wo

• rk for Us:NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits
• annually.Flexible working
• conditionsPaid pare
• ntal leaveFinancial, retail and lifestyle discounts an
• d benefitsEmployee Assistance Program - Independent confidential counselli
• ng serviceOpportunity for career d
• evelopmentAn inclusive culture of dedicated, passionate and professional te
• am membersPositively supporting and impacting the lives of others through your career con

tribution.

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 Isla

nder 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 H

istory Check.
We value Integrity, Compassion, Respect, Diversity, and