IT Service Desk Officer

Help provide the latest best practice services for anyone who needs it
Gain skills with Australia’s largest provider of government-funded hearing care
Competitive base salary plus 15.4% Super
Macquarie Park based, full-time role with hybrid work arrangements

Want to improve the lives of Australians, no matter who they are?

Join us and build a career and future you’ll be proud of.


It matters more at Hearing Australia

Hearing Australia is a trusted leader in our field. Working across the country, we exist to support and empower people through hearing health when and where they need it.


Your opportunity

As an IT Service Desk Officer, you’ll be reporting to the IT Infrastructure & Service Delivery Manager and will be responsible for providing first and second level technical support to end-users. You’ll be working side by side with people who go the extra mile. Here’s how you’ll do it:

Be the voice of IT, providing best-in-class customer service
Understand the importance of our staff and their time serving our community
Be on a path of continuous improvement, always looking to make things better and easier for our customers and our community
Communicate effectively with end-users, providing timely updates on the status of their tickets and ensuring high levels of customer satisfaction
Serve as the first point of contact for IT support requests, logging incidents and managing the resolution process through to completion
Provide training and guidance to users on the proper use of IT systems and software
Respond to and resolve user issues related to hardware, software, applications, networking, and other IT services
Troubleshoot, diagnose, and provide step-by-step guidance to resolve technical issues via phone, email, and chat
Escalate complex or unresolved issues to higher-level support teams when necessary

What you’ll bring

The successful candidate will be client-focused and have a commitment to quality of service & delivery. You’ll bring:

Relevant tertiary qualified (or post graduate diploma) in IT or related discipline or demonstrated capability through past employment
ITIL v4 Certification (highly desirable)
Minimum of two years’ experience in a Service Desk\Help Desk or ICT Support role
Demonstrated ability working with IT best practice based on ITIL
Proven high level analytical and problem-solving skills, including resolving issues with users working remotely out of the office
The capability to define issues, determine workarounds and the best course of action to address the issue
Demonstrated ability to work both autonomously and team member
Basic knowledge of IT systems, networks, and hardware components including SaaS applications and AV technologies
Proficient in using ticketing systems (e.g. ServiceNow, JIRA, Freshservice)
Familiarity with Active Directory / AAD and Microsoft Exchange / Exchange Online for user account and mailbox management
Ability to create easy to follow user guides

What matters most? It’s simple – your drive to help anyone and everyone who needs us. And you’ll see your role as a real responsibility and an incredible opportunity to make an impact on lives across the country.


Why Hearing Australia?

There’s so much to love about a role with us. But our people say there’s three things that set us and their careers apart. They’re about:


How we do what we do: Our vision is to deliver the best hearing solutions for anyone, anytime, anywhere. At Hearing Australia, you’ll know you’re making a contribution that really means something
Who we work with: Here, you’ll support and empower clients of all backgrounds. That’s what drives our teams and what makes them so special
Where we’re going next: As our industry evolves, we’re committed to learning and improving what we do and how we do it and building an organisation where everyone can thrive.

What does that mean for you?

As an IT Service Desk Officer, you’ll know that every day, your work is helping children and adults who need us. Just ask Sandeep, one of our IT professionals about why they choose to work with us:


“The work we do in helping people hear sound again and for the very first time is quite inspirational. Everything we do here is purpose-driven.”


You’ll also enjoy a range of benefits, including:

Attractive employee benefits (salary sacrifice superannuation, HCF private health cover discount, well-being programs, salary packaging, discounts across an exciting range of retailers)
Paid parental leave
Free, onsite staff parking
Employee recognition awards program
Attractive salary package includes a generous 15.4% superannuation
Flexible work arrangement opportunities to support work, personal and family commitments
Let’s create the gold standard of hearing care

We will require the successful candidate to be willing to have a Police Check conducted (we pay), a current driver’s licence and must have rights to work in Australia.

Hearing Australia is an Equal Opportunity Employer and embraces diversity, equity and inclusion. We are passionate about building a diverse and inclusive culture from within.

We encourage Aboriginal and Torres Strait Islander peoples and applicants from different cultures who are bilingual to apply.

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.