About Sandwai
Sandwai is an award-winning Australian software company delivering industry-leading solutions for the aged care, disability and community services sectors.
Our cloud-based platform supports providers across Australia, helping them deliver better care through innovative technology.
As a fast-growing organisation, we're passionate about creating exceptional customer experiences and building software that makes a genuine difference in people's lives.
We're also pride ourselves on our collaborative culture, commitment to innovation, and continuous improvement.
Sandwai is also an ISO ***** certified organisation.
About the Role
As an IT Help Desk Specialist, you'll be a valuable point of contact for our customers, helping them get the most out of the Sandwai platform.
You'll investigate technical issues, troubleshoot software problems, and work closely with our Product, Implementation, Customer Success and Development teams to deliver exceptional customer outcomes.
This role is perfect for someone who enjoys solving problems, learning new technologies, and building a long-term career in a growing SaaS company.
What You'll Be Doing
Deliver exceptional customer support via phone and email.
Troubleshoot software issues and investigate customer enquiries.
Escalate and collaborate with Product Specialists and Software Developers to resolve complex issues.
Test new functionality and assist with quality assurance before software releases.
Create and maintain knowledge base articles, user guides and customer documentation.
Identify recurring issues and proactively recommend product or process improvements.
Build trusted relationships with customers while ensuring an outstanding support experience.
Continuously expand your technical knowledge across our platform, APIs and integrations.
About You
You're someone who enjoys helping people, has a curious mindset,



and thrives on solving technical challenges.
Essential Skills & Experience
A minimum of one year as a Help Desk, Technical Support or Customer Support role.
Outstanding customer service and communication skills.
Strong analytical thinking and problem-solving ability.
Excellent written communication and attention to detail.
Ability to prioritise multiple tasks in a fast-paced environment.
A positive attitude and willingness to learn.
A clear National Police check (We will complete the check for you).
Which skills will give me an advantage?
While not essential, experience in any of the following will be highly regarded:
Supporting SaaS or cloud-based software applications.
Zoho Desk or Zoho CRM.
Experience with web development languages, SQL, CRM, or Git is not mandatory but may be an advantage.
Creating knowledge base articles or technical documentation.
Experience working within the healthcare, aged care or disability sectors.
Don't worry if you don't tick every box, we're looking for someone with the right attitude and a passion for learning.
Why Join Sandwai?
At Sandwai, we believe our people are our greatest strength.
We foster an environment where ideas are encouraged, achievements are recognised, and everyone has the opportunity to grow.
When you join our team, you'll enjoy:
A supportive, cooperative and genuinely friendly team culture.
The opportunity to make a meaningful impact on Australia's aged care and disability sectors.
Ongoing mentoring, training and professional development.
Exposure to contemporary SaaS technologies, APIs and software integrations.
The opportunity to work alongside experienced Software Developers and Product Specialists while expanding your technical skillset.
Competitive remuneration.
Hybrid working arrangements that support work-life balance.
Modern open-plan offices in Varsity Lakes, surrounded by cafés and local amenities.
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📌 It Helpdesk (Queensland)
🏢 Sandwai
📍 Queensland