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Service Desk Officer

  • Permanent Full Time

At Uniting, we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities and confront injustice. 

As an organisation, Uniting celebrates diversity and we welcome all people exactly as they are.

We are compassionate, respectful, imaginative and bold.

About the role

This role is responsible for managing and developing the first line support team in the way of additional knowledge, guidance and training plus providing first line of contact & support to for all Uniting staff (customers). 


  • Acts as escalation point and subject matter expert for the Service Desk Tier 1 and customers
  • Focus on minimising impact and urgency of incidents, service requests and problems.
  • Analyse, troubleshoot, resolve, liaise and prioritise incidents, problems and requests with relevant support groups, vendors and customers
  • Tier 1 support through phone, email & faxes
  • Accurate logging of calls, emails and faxes in a timely and efficient manner
  • Take ownership and seek to resolve issues presented with at least 60% first call resolution
  • Escalate issues to tier 2 after effectively triaging and being unable to resolve in the first instance
  • Maintain awareness of and fulfil responsibilities, authorities and accountabilities as defined by the organisation’s health, safety and wellbeing management system.
  • Participate and comply with all quality management systems and processes.
  • Contribute to the implementation of Uniting policies, processes, systems and platforms (including technology) so as to ensure efficiency of the wider organization
  • Maintain awareness of and fulfill responsibilities, authorities and accountabilities as defined by Uniting’s health, safety and wellbeing management system and in adherence to the attached WHS responsibilities by role
  • Participate and comply with all quality management systems and processes.


  • Minimum 3 year’s experience
  • Demonstrated Payroll/Finance/HR experience
  • Demonstrated Service Desk experience
  • Remote user support experience
  • High customer service ethics with a commitment to customer service in the first instance
  • Analytical and problem-solving skills with a high attention to detail
  • A demonstrated passion for social change and contributing to an organisation of influence for the most disadvantaged
  • Skilled at navigating a complex organisation, forging relationships, and managing through influence rather than direct authority as required

Even better:

  • Payroll/Finance/HR background
  • Payroll or Finance or HR experience with ability to quickly and efficiently solve tier 1 queries
  • Experience with high volumes, data entry and tight deadlines in a medium to large scale IT environment

Employment with Uniting is subject to satisfactory background checks which include a National Police Check and Reference Check and a Working with Children Check.

How to apply

This job ad has now expired, and applications are no longer being accepted.

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