Service Desk Analyst

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Introduction:
Are you passionate about delivering exceptional technical support in a dynamic, fast-paced environment? We’re looking for a proactive and customer-focused Service Desk Analyst to join our Technology Services Department on a permanent full-time basis.

In this role, you’ll be the first point of contact for IT support, providing professional services to a diverse range of Diocesan stakeholders, including staff, students, and volunteers. You’ll manage and resolve first-level incidents and requests via phone and our ITSM platform, support the delivery and handover of technology equipment, and provide desktop support at our Newcastle West Campus.

Benefits of Working With Us

• Directly contribute to improving the lives of many in the community.
• Receive an attractive salary with salary packaging available.
• Paid parental leave.
• Discounted gym membership through Fitness Passport (T&C’s apply).
• Training and development opportunities.
• A great friendly environment of dedicated and passionate co-workers.
• Enjoy up to 10% off at top retailers with our mnBenefits program.
• Corporate benefits, including EAP, flu shots and more.
• Modern office facilities including onsite café.

Description:
POSITION DESCRIPTION - you can view the full position description on the Diocese website.

Key Responsibilities

• Provide effective first-level support via the IT Service Desk, managing incidents, requests in line with the IT support model.
• Deliver exceptional customer service and support through prompt, empathetic, and professional assistance and ongoing communications.
• Collaborate with team members to enhance service delivery and contribute to ongoing service improvements.
• Support the development and maintenance of high-quality documentation and user guidance.
• Maintain accurate records related to incidents and requests.
• Support the hardware and software management lifecycle, including device deployment, system updates, and asset tracking.

Skills and Experiences:
Experience/Criteria

• Excellent oral and written communication and interpersonal skills with an ability to engage and establish effective relationships with a range of stakeholders.
• Self-motivated and able to work effectively within a fast-paced environment with a high volume of customer demand.
• Experience working within an enterprise IT Service Desk function.
• Excellent analytical, problem-solving and multitasking skills.
• The ability to perform hands-on and remote troubleshooting and provide clear instructions to customers and other stakeholders.
• Experience with some of the following:
• Microsoft enterprise systems such as AD/Entra, Microsoft 365, Azure, Intune, Microsoft Configurator & Windows.
• Enterprise unified communications platforms.
• ITSM platforms such as ServiceNow.

Qualifications

Essential:

• Tertiary qualifications in Information Technology or subsequent relevant work experience in a similar role.

Desirable:

• Technology industry or vendor certifications, such as: ServiceNow, Microsoft, Active Directory/Entra
• IT Service Management certification, such as ITIL.
• Experience working in religious, not-for-profit, social services, childcare, and/or education settings would be highly valued, but not essential.

For further information regarding this position, please contact Michael Macarthur, IT Service Desk Manager - michael.macarthur@mn.catholic.edu.au

To Apply

Please provide a current copy of your Resume and a Cover Letter that addresses the two criterion points below:

• Why do you want this role, and how it aligns with your career goals.
• Your qualifications and experience in a similar position.

Applications will be reviewed and shortlisted as received. This advertisement could close prior to the closing date if a suitable candidate is found. Don’t wait, apply now!

Applications close:  11:59pm Tuesday 10 February 2026.

Additional Information

The Diocese of Maitland-Newcastle is committed to safeguarding children and vulnerable persons and preventing those in our care from suffering abuse or neglect. It is committed to implementing and maintaining compliance with the NSW Child Safe Standards and the National Catholic Safeguarding Standards and takes a zero-tolerance approach to abuse of children or vulnerable persons.

All who work in the name of the Diocese must comply with the Diocesan Safeguarding Framework Policy and act in accordance with the Diocese’s Code of Conduct which includes the Diocese’s Safeguarding Commitment Statement. Employees are required to undergo a National Police Check and retain a valid NSW Working with Children Check where necessary, in accordance with legislation.