• Job no: AXKM6

We believe children, young people and families should be safe, thriving and hopeful and strive to make this happen each day!

For over 240 years combined, Berry Street and Yooralla have been at the forefront of supporting Australians with a disability and those experiencing poverty, violence and abuse. Now, as one unified organisation, we bring together unparalleled expertise and a shared commitment to empowering individuals and families to thrive, while upholding and championing their human rights. We believe in a future where everyone has the opportunity to live the fulfilling life they choose for themselves, free from the impacts of trauma, violence, and abuse, achieved safely and with dignity.

The Opportunity

As the Senior Advisor, Service Desk Engineer, you will be the go-to expert for escalated technical issues, process improvement, and stakeholder engagement. You’ll work closely with internal teams and external vendors to ensure seamless IT support, while also guiding and developing Level 1 service desk engineers.

• Full time, Permanent hybrid role in Richmond on Wurrunderji Country
• Super and salary packaging

Key Responsibilities

• Lead the Service Desk team to deliver timely, high-quality IT support.
• Manage and prioritise support tickets, ensuring prompt resolutions.
• Mentor and develop the team through coaching and performance management.
• Build strong relationships with internal staff and external partners.
• Continuously improve IT service delivery by optimising processes and leveraging tools like FreshServices and ServiceNow.
• Provide IT subject matter expertise to ensure the effective delivery and implementation of the IT infrastructure and service desk, working closely with the Berry Street Yooralla IT team, external vendors, and the IT Managed Services Provider.

About You

You’re a confident communicator and problem-solver with a strong technical background and a passion for helping others succeed. You thrive in fast-paced environments and are always looking for ways to improve systems and services.

As a Senior Advisor, Service Desk Engineer you will have:

• Proven experience in a senior IT support or service desk role.
• Strong knowledge of ITIL framework and service management principles.
• Hands-on experience with MDM tools (Intune, AirWatch), SOE deployment, and MS Teams telephony.
• Excellent troubleshooting and escalation management skills.
• A collaborative mindset and experience mentoring junior staff.
• Bachelor qualification in Information Technology.

Why Join Us?

• Be part of a supportive and forward-thinking IT team.
• Opportunities for professional development and career growth.
• Flexible work arrangements and a positive workplace culture.

Interested in the role? Please submit your resume and cover letter addressing the key criteria, the role will close on the advertised time and date however get your applications in quick as they will be reviewed as received and this role may close earlier for the right candidate!

Any questions regarding the role please contact:

Denley Rebello, Manager Service Desk on 0499 319 362 

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 and International Police check if required and Workers Carer Exclusion Scheme clearance if applicable.

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 LGBTQIA+. 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.

A position description is attached.