This is your chance to make a difference!

We are on the lookout for an Applications Helpdesk Support Officer with extensive experience in Customer Service and Software support to join our team.

If you are someone who is wanting to join an organisation that makes a real difference in the community and has a passion for social justice and digital transformation in the not for profit sector, then this role is for you! 

About the role

Reporting to the Support Team Manager, the Applications Helpdesk Support Officer will be responsible for:

• Assist customers to perform troubleshooting activities in real time over the phone Record details of reported issues in our ticketing system, including working through checklists and templates with customers to record the required information.
• Track reported issues and monitor work in your name to ensure that incidents don't stall.
• Resolve issues at Level 1 wherever possible.
• Escalate issues that cannot be resolved to Level 2, with the required information including information about steps and investigations that have been completed to date.
• Work within SLA’s and target time frames.
• Provide regular updates to customers on open issues.
• Work within data controls, privacy, and confidentiality policies.

About you 

To succeed in this role at Infoxchange, you will have/be:

• Excellent customer service skills.
• Excellent interpersonal, written, and verbal communications skills, including the ability to negotiate outcomes in the context of competing priorities.
• Professional phone manner, including ability to step people through problems.
• Experience in a helpdesk environment supporting applications used by customers.
• Experience with ticketing systems, maintaining, and following through on assigned work.
• Strong computer skills relevant to day-to-day activities such as MS Office and a willingness to learn new software systems and skills.
• Flexible and hard working
• Passion for social justice and/or experience working in the not-for-profit sector.

Benefits 

We’re passionate about taking care of our employees, so working with us means that you will get:

• Flexible work arrangements
• Additional leave provisions (Paid parental leave, annual leave loading)
• Wellbeing program
• Salary packaging options
• Great learning and development opportunities
• Employee rewards and recognition
• Carbon neutral offices
• Myki discounts
• Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Infoxchange Group is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 150 staff across Australia and New Zealand, we tackle the biggest social challenges through the smart and creative use of technology and work with community, government and corporate partners to solve challenges around homelessness, family violence, mental health and disability, as well as support Indigenous communities, women, youth and families, whilst also using technology to empower people experiencing disadvantage - driving social inclusion and creating stronger communities. We believe no-one should be left behind in today’s digital world. 

If this sounds like the role you have been looking for, don't hesitate - apply today via the 'Apply' button by the closing date.