Service Desk Lead

Netwealth Service Desk Coordinator

Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses.

Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact.

But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful.

If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth.

This is a role for someone who enjoys helping others grow, keeping things running smoothly, and bringing clarity and care. You'll work closely with the broader IT team in a supportive environment where everyone is encouraged to share ideas, learn together, and make continuous improvements.

Service Desk Coordination

Prioritise and assign tickets based on urgency, impact, and team capability

Monitor queues to maintain SLAs

Identify recurring issues and coordinate root-cause fixes

Support smooth day-to-day service desk operations

Technical Support

Provide first-level support across hardware, software, accounts, and network issues

Build and configure laptops (Surface, Dell, Mac)

Assist with onboarding, system access, and device setup

Support patching cycles and endpoint compliance

Maintain working knowledge of Active Directory, Microsoft 365, Intune, and ITSM tools

Team Support & Knowledge Sharing

Mentor and train Service Desk Analysts to build confidence and capability

Create and maintain documentation, guides, and knowledge base articles

Run small workshops or refresher sessions on tools and processes

Encourage collaboration, learning, and best practice across the team

You bring warmth, clarity, and calm to everything you do. You enjoy helping others grow and creating order in fast-moving environments. You're someone people trust and someone who takes pride in delivering a great experience.

You'll thrive here if you have:

• Experience mentoring or uplifting Service Desk Analysts
• Strong verbal and written communication
• Hands-on experience building and provisioning Windows and macOS devices
• Knowledge of Microsoft 365, Active Directory (RBAC), Intune, and common business apps
• Understanding of networking basics (DNS, DHCP, VPN, Wi-Fi)
• Familiarity with ITIL processes
• Ability to coordinate workflows and juggle competing priorities
• Comfort creating documentation and onboarding materials

At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we're committed to supporting you at every stage of life because when you thrive, so do we.

We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here.

Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you're in, you'll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you'll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier.

We offer benefits designed for your wellbeing and personal development, including;

• Family-friendly support: Paid parental leave and a fully funded school holiday program

• Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services

• A vibrant culture: social events, trivia nights, and corporate sports

• Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group

• Community Impact: Paid volunteering and our Netwealth Impact Group

We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work.

If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much.

Need adjustments during the recruitment process? Contact us at people@netwealth.com.au

Apply now and help us shape a brighter financial future!