XTN-8429507 | IT SERVICE DESK OPERATOR & APPLICATION ADMIN

The IT Service Desk & Application Administrator provides a combination of end-user technical support and application administration within the IT department. The role is responsible for delivering high-quality Level 1 support, resolving incidents and service requests, and ensuring a positive experience for all users engaging with the Service Desk. In addition to traditional Service Desk responsibilities, the role also manages administration tasks for key business applications. The administrator supports both off the-shelf and custom-built applications and will receive training on those systems. Working alongside the Australia-based team, they must demonstrate excellent communication skills, strong attention to detail, and the ability to manage time effectively in a distributed environment.

• Competitive salary and benefits package.
•  • Opportunities for professional development and career advancement.
• • Opportunities for international travel for specific events.
• • A supportive and collaborative work environment.
• • Opportunity to work for an internationally acknowledged Christian Church. 

• Key Responsibilities Service Desk Support:
• • Provide Level 1 support for common issues such as account access, password resets, MFA resets, workstation troubleshooting, basic networking issues, and standard software support.
• • Accurately log, prioritise, and track incidents and service requests using Hillsong’s ITSM/ticketing system.
• • Follow defined procedures, workflows, and escalation paths to ensure prompt and effective resolution.
• • Obtain the appropriate level of managerial approval when processing service requests • Escalate complex or high-impact issues to senior support staff or specialised teams as required. System & Application Support:
• • Support a range of business systems, including custom-developed software and third party off-the-shelf applications.
• • Undertake training on all required systems to build capability and ensure effective support for end users.
• • Assist in troubleshooting application errors, user access issues, and integration-related problems.
• • Contribute to system documentation, user guides, and knowledge base articles. Communication & Customer Service:
• • Communicate clearly and professionally with users across email, chat, phone, and remote support tools.
• • Provide regular updates to users on the status of their requests until resolution.
• • Explain technical information in user-friendly language while maintaining professionalism.
• • Maintain a customer-centric mindset, ensuring a positive support experience. Team Collaboration:
• • Work closely with the Australia-based IT team to coordinate support tasks and maintain consistent service levels.
• • Participate in regular team meetings, handover discussions, and collaborative problem-solving.
• • Share knowledge and contribute to internal documentation and troubleshooting guides. Technical Tasks:
• • Install, configure, and support approved hardware, operating systems, and standard applications.
• • Assist with user onboarding and offboarding, including account setup, device configuration, and system access management.
• • Perform routine system checks, patching, and endpoint maintenance tasks as directed.
• • Provide remote support to users across multiple locations and time zones. 

Qualifications:

• Excellent communication skills, with the ability to engage effectively with both technical and non-technical users.

• Strong time management and organisational skills, with the ability to manage competing priorities.

• Customer service mindset with patience, empathy, and professionalism.

• Analytical and problem-solving skills for diagnosing common technical issues.

• Ability to work independently and collaboratively within a distributed team.

• High attention to detail and commitment to accurate documentation.

• Minimum 3 years of experience in an IT service desk, helpdesk, or Level 1 technical support role

• In depth knowledge of the Microsoft 365 environment, Active Directory, Intune/Endpoint Manager, remote support tools, and common enterprise applications.

• Basic knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting).

• Experience with ITSM/ticketing systems (e.g., ServiceNow, Zendesk, Monday.com, etc)

• Relevant certifications are desirable but not essential. 

• Experience working with teams across different geographical locations.
• Capacity to handle multiple tasks simultaneously in a dynamic environment.
• Advanced troubleshooting skills.
• Familiarity with ITSM software.
• Knowledge of SQL and database management.