IT Service Desk Analyst

Berry Street is one of Australia’s largest independent child and family services agencies, supporting over 35,000 individuals across Victoria each year. We’re known for our innovative, evidence-based programs and our commitment to bold solutions that achieve lasting change. We are committed to supporting children, young people, and families with a wide range of programs and services. To enable our frontline staff to carry out this important work, our Service Desk provides critical IT support across laptops, mobile devices, infrastructure, and applications. You will be working in a collaborative environment that reflects Berry Street’s core values of Courage, Integrity, Respect, Accountability, and Working Together. Full time, Permanent role Located in Preston with regular travel to our Shepparton office Salary Range $76K – $83K plus super and salary packaging (depending on experience) The Opportunity The Berry Street Service desk supports over 1,500 staff across Victoria to effectively use technology to manage Berry Streets core business laptops, mobile devices, infrastructure and applications across various programs and services. The IT Service Desk Analyst role plays a crucial role in managing and maintaining Berry Street's core IT systems and providing exceptional IT support. The Analyst ensures that technology ranging from laptops and mobile devices to infrastructure and applications is effectively used to manage Berry Street’s operations across various programs and services. This involves collaborating with end users, business owners, vendors, and technical staff as part of the IT Service Desk and Infrastructure Team to ensure high availability, regular updates, and seamless integration of these systems. Key Responsibilities Manage all staff requests for ICT with exceptional customer service while employing a logical approach to troubleshooting. Manage issues for a wide range of IT hardware, systems, and applications. Provide technical support and manage resolution of business incidents and requests. Serve as the first point of contact for IT support, assisting staff by quickly identifying and resolving their IT problems and escalating to designated teams as required. Engage with external vendors and key internal stakeholders to understand needs and to solve problems. You will have: Proven ability to work independently and collaboratively within a team. Demonstrated experience in providing technical application support across diverse environments. Excellent communication skills with the ability to deliver clear, concise support and guidance via phone or email. Strong understanding of IT systems, customer focus and a proactive mindset. Experience in technical/desktop support (2+ years), with a solid understanding and knowledge of Office 365 administration, Active Directory, Entra ID, and networking concepts (TCP/IP, DNS, DHCP) Possess a strong cybersecurity mindset, with the ability to inspect for and report any vulnerabilities to the security team and proactively educate users. A Bachelor level qualification in Information Technology. Experienced and proficient in Mobile Device Management (MDM), Microsoft Intune, and Network Monitoring. Berry Street Benefits Regular reflective supervision from leadership Be part of a supportive, inclusive team Creating positive impacts in the community Opportunities for professional growth and learning Access to the Employee Assistance Program, with access for staff's immediate family How to Apply Please submit your resume and a cover letter outlining your suitability for the position. Applications will be assessed on submission. Contact Denley Rebello, Manager IT Service Desk Please Note; the successful applicant will be subject to comprehensive reference and background checking prior to employment, including a Working with Children Check and National Police Check. Berry Street is committed to being a child safe, child friendly and child empowering organisation. In everything we do we seek to protect children. We are committed to the cultural safety of Aboriginal and Torres Strait Islander children; children from culturally and/or linguistically diverse backgrounds; children with a disability;children who identify as LGBTIQA+. We aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse backgrounds, and people with a disability are encouraged to apply. #J-18808-Ljbffr