ICT Service Desk Specialist

Role: IT Service Desk Specialist (Internal Title: ICT Centre Support Specialist)

Location: Murarrie, Brisbane

Employment Type: Full-time, Permanent

Be a trusted technology partner behind Australia's largest early learning provider

Join Goodstart as an ICT Centre Support Specialist and help keep our national network of centres and support offices connected.

Working as part of our ICT Service Delivery team, you'll provide frontline technical support to Goodstarters across Australia, helping resolve a wide variety of technology issues and delivering a positive customer experience every day.

This is a fast-paced, high-volume service desk role where you'll manage a variety of tickets and calls, troubleshoot technical issues and support users with different levels of technical confidence. You'll be part of a collaborative team where strong communication, active listening, a solution-focused approach and a good work ethic are highly valued.

Across the team, we manage approximately 100-150 tickets and up to 50 calls each day, providing plenty of variety and the opportunity to work collaboratively while delivering great customer service.

Your Impact

• Provide responsive frontline ICT support to Goodstarters across Australia.
• Manage a high volume of tickets and calls, prioritising requests and working within service level expectations.
• Troubleshoot and resolve a broad range of hardware, software, system and user access issues.
• Provide clear, friendly and solution-focused support to customers with varying levels of technical knowledge.
• Use ServiceNow or other ITSM tools to record, manage and update support requests.
• Escalate issues when required and work collaboratively with other ICT teams and service providers.
• Maintain accurate support documentation and contribute to knowledge sharing and continuous improvement.
• Help deliver a consistent and positive technology experience for Goodstarters across our national network.

What Goodstart can offer you

• Enjoy flexible work arrangements that support both your professional and personal commitments.
• Salary packaging benefits available through AccessPay (eligibility applies).
• Access to discounted childcare (up to 15%).
• Fitness Passport - access to gyms and pools for you and your family at a heavily discounted price.
• Discounted health care and access to our employee wellbeing program with BUPA.
• Exclusive discounts on travel, gym memberships, Apple and Dell products, and more.
• Free annual flu shot (optional).
• Option to purchase extra leave for even greater work-life balance.
• First Nations Support and Cultural Leave.
• Work for a company with an aspiration to be globally recognised for early years practice and learning outcomes.
• Grow your career through ongoing investment in learning, leadership development and meaningful work that supports children and families across Australia.

You'll bring to the table

• 3+ years experience in an ICT Service Desk, Help Desk or Technical Support role, ideally within a medium to large or complex organisation.
• Experience working in a high-volume support environment, with strong troubleshooting skills across Microsoft environments, end-user devices and business applications.
• Experience using ServiceNow or another ITSM platform will be highly regarded.
• Strong customer service, communication, active listening and problem-solving skills, with the ability to support a diverse range of customers.
• A calm, professional and solution-focused approach when dealing with challenging or non-technical customers.
• Strong organisational skills, a collaborative approach and a good work ethic.
• Experience supporting users across a large or geographically dispersed organisation will be highly regarded.
• Willingness to obtain a Queensland Blue Card and complete the National Child Safety Foundation Training.

How to apply

Click ‘Apply Now' and submit your application.

Applications are reviewed as they're received, so we encourage you to apply as soon as possible for the best opportunity to progress.

Have a question? Contact Faith in our Talent Acquisition Team via email [email protected]

At Goodstart we are deeply committed to Reconciliation and encourage Aboriginal and/or Torres Strait Islander people to apply. For further information and support email [email protected]

If you are a placement agency or external recruiter, please refrain from submitting resumes to Goodstart unless you have a signed staffing agency agreement with us. Goodstart will not be responsible for or pay any placement fees for candidates submitted by agencies that are not approved suppliers. Any resumes received from agencies or external recruiters without an agreement will be reviewed by Goodstart and may be shared with our internal recruiting team for their reference.

Supporting our people and protecting our children

We're an equal opportunity employer that is proud of our inclusive and diverse work environment. We know that Goodstarters from diverse cultures, backgrounds and experiences strengthen our teams and help us grow. We're also deeply committed to Reconciliation and creating an environment where Aboriginal and Torres Strait Islander People feel a strong sense of belonging and connection.

Safety is our priority and we will take any action necessary to ensure that all children can feel safe and be safe, and are safeguarded from abuse, neglect and harm. As a Child Safe Organisation, all of our candidates must have or obtain a valid working with children check.