Service Desk Assistant

Company description:

About The George Institute

The George Institute for Global Health was established in 1999 with a mission to improve the health of millions of people worldwide, particularly undeserved populations by challenging the status quo and using innovative approaches to prevent and treat the world's biggest killers: non-communicable diseases and injury.

With offices in Australia, India and the UK we have over 1000 people with >400 projects in over 60 countries. We focus on the global health challenges that cause the greatest loss of life, the greatest impairment of life quality and the substantial economic burden particularly in resource-constrained settings.

Take advantage of our rewards you may enjoy as part of The George team

• Generous salary packaging and benefits increasing your take home pay
• Learning and career development opportunities
• Extra leave days including extended Christmas break and study leave
• YourFlex arrangements eg. Start/ finish times, purchase leave and location
• A global, diverse inclusive team committing to making impact

Our big and bold mission to improve the health of millions of people worldwide needs a diverse and innovative team to deliver it. So we foster a dynamic, inclusive and flexible workplace where each individual can bring their best selves to work

We value workplace diversity and encourage applications from people living with disability, women, Aboriginal and Torres Strait Islander people, people who identify as LGBTIQ+, mature-aged and those from culturally and linguistically diverse backgrounds.

Job description:

• Part Time Opportunity (0.4FTE )
• Randwick, NSW
• 6 Months Fixed Term Contract
• Hybrid Working Environment

Pro-Rata Base Salary of $59,500 (Full-Time Equivalent) per annum plus 12% superannuation and access to Smart Salary Packaging benefits. As a Not-for-Profit employee, you'll have access to salary packaging options that can reduce your taxable income and increase your take-home pay. To calculate the full benefit to you based on your individual circumstances please visit www.smart.com.au.

The Opportunity

We are seeking a part-time Service Desk Assistant to join our IT team as a first point of contact for staff seeking IT support. Providing essential first-level technical assistance to employees across our local and global offices.

Our successful candidate will help troubleshoot day-to-day technology issues, set up and maintain devices, support collaboration and communication tools and ensure staff have the technology they need to work effectively.

Working as part of the Global IT team, you will support both on-site and remote users, delivering responsive and professional customer service while contributing to a positive user experience.

This role offers an excellent opportunity to build your technical skills and gain hands-on experience across a broad range of IT systems and services. Training, mentoring, and ongoing support will be provided to help you develop your technical expertise and grow your career in information technology.

Key Responsibilities and Duties

• Deliver 1st level IT support to users, in alignment with all IT policies, standard operating procedures, work instructions and ITIL principles.
• Monitor and administer assigned Service Desk ticket queues, take timely action to ensure requests are addressed and escalate where required to maintain adherence to SLAs. Maintain clear and accurate ticket notes, asset records and other documentation.
• Own the customer relationship for assigned tickets, ensuring timely, clear, professional communications and high levels of customer satisfaction.
• Resolve issues within own level of knowledge and/or standard solutions. Work with other Global IT resources where additional support and expertise is required. Help L2/L3 be more productive by capturing all relevant request details before escalating issues. Keep customer informed of progress with timely updates to tickets.
• Support AV for events and meetings, including Microsoft Teams, Zoom and associated equipment.
• Perform laptop maintenance and administration tasks as directed.

Skills, Experience and Knowledge:

• Qualification highly desirable: Degree or Diploma in a relevant field.
• Working knowledge of Windows 11 and Microsoft Office products.
• Good written and verbal communication skills.
• Excellent organisation, time management, attention to detail and problem-solving skills.
• Adaptability and flexibility to handle ambiguous conditions and changing priorities.
• Customer service orientation.
• Ability and interest to learn and adapt to new technologies / updates.

The Closing Date for applications is Wednesday 16th September, 2026.

Applications will be reviewed as they are received. Suitable candidates will be shortlisted immediately. We encourage you to apply as soon as possible. We reserve the right to close this vacancy early should we find a suitable candidate.

Our successful candidate(s) for this opportunity will be requested to submit an Australian Criminal History check as part of their application.

The unrestricted right to work in Australia is a requirement for this role. Candidates requiring sponsorship for employment will not be considered.