IT Support Analyst
Summary
Day-to-day IT support role at a children's palliative care charity, based at the Malvern head office (3 or 4 days/week): troubleshooting business systems and end-user issues, administering Microsoft 365/SharePoint, delivering user training, and supporting automation, reporting and digital improvement initiatives.
Salary: $84,500 per year
At Very Special Kids, we believe every child and young person with a life-limiting condition deserves the best possible quality of life, no matter how long or short that life may be. Supporting a child means supporting their entire family, and our people rely on effective technology to deliver exceptional care and support.
We are seeking an IT Support Analyst to join our Information Technology team. This is an exciting opportunity for a customer-focused IT professional who enjoys solving problems, supporting users and improving the way technology enables people to work.
Reporting to the IT Manager, you will provide day-to-day support for business systems, applications and technology platforms across the organisation.
This role offers exposure to a diverse technology environment, including Microsoft 365, business applications, reporting tools and digital improvement initiatives. You will also have opportunities to contribute to process automation, user training and the adoption of new technologies.
The role is based at our Malvern head office and may be offered either a three or four day per week position, providing flexibility while supporting organisational needs with potential for ongoing engagement.
About the Role
The IT Support Analyst is responsible for ensuring Very Special Kids employees have the technology, systems and support they need to work effectively and deliver services to children and families.
Working collaboratively across the organisation, you will provide technical support, administer business systems, deliver user training and contribute to initiatives that enhance productivity, data quality and the user experience. You will play an important role in supporting the ongoing development of our digital workplace and encouraging the effective use of technology across the organisation.
Key responsibilities include:
Providing timely support and troubleshooting for business applications, systems and end users.
Supporting the administration and continuous improvement of Microsoft 365, SharePoint and organisational software platforms.
Developing and maintaining user guides, training resources and system documentation.
Delivering system training and onboarding support to new and existing employees.
Working with external technology partners and software vendors to resolve issues and implement system enhancements.
Assisting with technology projects, system upgrades and digital transformation initiatives.
Identifying opportunities to improve, streamline and automate business processes using technology solutions.
Supporting organisational reporting, data management and information governance practices.
Contributing to cyber security awareness and the adoption of technology best practices across the organisation.
Participating in continuous improvement activities to maximise the value and effectiveness of organisational systems.
Who We're Looking For
We are seeking a proactive and customer-focused IT professional who enjoys building relationships, solving technical problems and helping others make the most of technology.
You will be confident working with people at all levels of the organisation and have the ability to translate technical concepts into practical solutions that support day-to-day operations. Equally comfortable responding to support requests, delivering training or contributing to improvements, you will bring a collaborative approach and a genuine commitment to continuous improvement.
To be successful in this role, you will have:
Qualifications in Information Technology, Computer Science or a related discipline, or equivalent industry experience.
Experience providing technical support across business systems, applications and end-user environments.
Strong knowledge of Microsoft 365 applications and services.
Experience troubleshooting hardware, software, application and user access issues.
Well-developed problem-solving and analytical skills, with the ability to identify practical and sustainable solutions.
Excellent written and verbal communication skills, including the ability to explain technical information to non-technical users.
Experience developing user guides, training materials or delivering system training to end users.
Strong organisational skills with the ability to manage competing priorities and meet deadlines.
A collaborative and service-oriented approach with a commitment to delivering high-quality customer support.
Desirable experience:
Experience with SharePoint, Power Platform, Power Automate or Power BI.
Experience supporting business applications, CRM systems or healthcare-related software.
Exposure to cyber security, data governance or information management practices.
Experience working within a not-for-profit, healthcare, disability or community services environment.
Experience supporting technology projects, system upgrades or digital transformation initiatives.
About Very Special Kids
Very Special Kids supports more than 800 families across Victoria who have a child with a life-limiting condition.
We provide specialist family support services from diagnosis through to bereavement, including counselling, sibling support, advocacy, volunteer support and specialist paediatric palliative care.
Our hospice, Very Special Kids House, is Victoria's only children's hospice, providing planned and emergency respite, symptom management and end-of-life care in a warm, welcoming and home-like environment.
Why Join Very Special Kids?
At Very Special Kids, you'll join a passionate and supportive team dedicated to improving the lives of children and young people with life-limiting conditions and their families. We offer salary packaging benefits, flexible working arrangements, professional development opportunities, and the chance to build meaningful partnerships that create lasting impact across Victoria.
At Very Special Kids, we nurture a culture where every team member feels empowered, supported, and safe as they care for children, young people, and their families. We are deeply committed to the safety, wellbeing, and inclusion of children.
Our Child Safety and Wellbeing Framework, Rights of the Child and Young Person Charters, and Charter of Rights outline our unwavering commitment to child safety and set clear expectations for all staff, volunteers and contractors working with children and young people.
Ready to Apply?
At Very Special Kids, our goal is for our workforce to reflect the diverse community we serve. We continually seek to employ people of any gender, age, religion, sexual orientation, with a disability, Aboriginal Australians and varied cultural backgrounds. If this sounds like you, please take a look at the position description on our website www.vsk.org.au and below.
Please include a cover letter outlining your experience and how it aligns with the requirements of the role, along with an up-to-date resume.
We review and progress applications as they are received, so don’t wait, apply now.
Very Special Kids is committed to providing a child-safe environment and requires all staff to have Working with Children Check and Police Record Checks. Clinical Services staff are also required to provide evidence to demonstrate vaccination against COVID-19 and seasonal flu vaccinations.