Description:
- Full Time, 12 Month, Max Term Contract
- Location: Sydney, NSW with Work from Home Options!
- Great salary of up to $70,000 + Super + NFP Salary Packaging Benefits
- Make a meaningful difference to the lives of Australians in need
Life at Mission Australia
When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us. Find out more about us and our purpose.
Your opportunity
We’re looking for a friendly and proactive IT Service Delivery Analyst to join our team on a 12-month max-term contract and help handle a high volume of work efficiently at Mission Australia.
In this role, you’ll be the go-to person for troubleshooting IT issues, supporting our teams with site care and telephony services, and working closely with vendors to ensure everything runs efficiently. You’ll also play a key part in managing incidents, analysing data, and keeping stakeholders updated.
If you love solving problems, enjoy working with people, and want to make a real impact in a purpose-driven organisation, we’d love to hear from you!
Your key responsibilities will be to:
- Management of site care and Telephony services (moves, adds and changes).
- Work with customers to use, fix, and troubleshoot the technology behind telecommunications products or services.
- Coordinate with relevant parties to address and resolve service-related issues.
- Raise, action, update and close tickets in ServiceNow in a timely manner.
- Work autonomously to facilitate positive customer outcomes.
- Document and report any disruptions, outages, or performance issues.
- Work collaboratively, efficiently and effectively with Mission Australia’s vendor partners to drive the right outcomes for Mission Australia and the portfolio.
- Allocate incidents to the appropriate vendors and manage the end-to-end delivery of the incident management process with them to resolve the incident.
- Provide weekly reports to the site care and Service Delivery Manager, detailing the activities, issues and successes achieved during that period.
- Develop and maintain strong relationships within the immediate team, across the wider Information Technology team, internal customers and with external vendors.
- Contribute to the development and implementation of user guides, processes and associated documentation in line with agreed upon standards.
Requirements for success
- Formal qualifications/certification in Information Technology support, including Microsoft accredited programs.
- Experience and knowledge of working with and supporting Microsoft Teams and other Microsoft products in an organisation.
- Demonstrated experience with using Information Technology ticketing systems to manage work.
- Working knowledge of telephony and contact centre, principles, protocols and systems is desirable.
- Action oriented and takes accountability to achieve results in line with set timeframes.
- Strong listening and engagement skills including the ability to build and maintain strong, positive working relationships with internal and external stakeholders across all levels.
- Effective communication demonstrating the ability to present information and decisions confidently, clearly and concisely.
- Ability to deal with ambiguity and complexity.
- Strong analysis and reporting skills
Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.
Our culture
Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.
We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.
We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.
If you live with disability and require support to submit your application , please email talentattraction@missionaustralia.com.au or visit our Careers page for additional contact details.
We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at Deadlycareers@missionaustralia.com.au
Find out more about a career with Mission Australia.
Your benefits
- Rewarding work – every day you know you’re making a real difference
- Not-for-profit salary packaging, reducing your tax (details via AccessPay )
- Free external, confidential counselling and access to chaplaincy support
- Volunteering opportunities
- Opportunity to purchase additional annual leave
- Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off
How to apply
Click ‘Apply’ and send your application today!
As a committed Circle Back Initiative employer, we will respond to your application.
Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you