Service Desk Officer

About the role

St John WA, a not-for-profit healthcare organisation serving Western Australia since 1922, is looking for a Service Desk Officer for its Digital Services department. The position is permanent and part-time, at 15 hours per week, working shift rosters every Tuesday and Friday between 6:30am and 7:30pm. The officer provides first-level technical support to internal users by diagnosing and resolving software, hardware and network issues, often giving hands-on help at the desktop.

Key responsibilities

• Provide first-level support by phone, web portal, email and chat, resolving user issues promptly and professionally.
• Troubleshoot desktops, laptops, mobile devices, printers, applications, Windows, Office, VPN and Active Directory.
• Prioritise, record, track and document incidents and service requests according to defined processes and SLAs.
• Escalate incidents with clear documentation and work with technicians on repeat issues.
• Support employee onboarding and offboarding, including account provisioning and hardware setup.
• Assist with asset tagging, inventory tracking, equipment management and loan fleet coordination.
• Use internal and external knowledgebases and remote diagnostic tools to research solutions.
• Contribute to help sheets, FAQs and technician knowledgebases.

Required profile

• 1 to 3 years of service desk or technical support experience.
• Strong customer service and communication skills.
• Good problem-solving, organisation and attention to detail; able to manage priorities in a fast-paced environment.
• IT qualification and/or ITIL Foundation certification desirable.

Required skills

• Confident use of Windows and Office 365
• ServiceNow
• Basic networking

What we offer

• Health and wellness reimbursement
• 17.5% leave loading
• Corporate uniform
• Salary packaging and novated leasing
• Consumer discounts and discounts on first aid equipment
• Complimentary first aid training and ambulance cover

To apply, candidates must complete the online application form with a detailed cover letter explaining their motivation and a resume; late or incomplete applications are not accepted, and applications without both documents may not be considered. Applications close on 25 November 2026 at 6:00pm.