IT Technical Analyst

2 months ago

Parramatta, Australia Uniting Full time

At Uniting we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities, and confront injustice. Our focus is always on the people we serve.

We are **bold, imaginative, respectful, **and** compassionate.**

**_ About the Role:_**

This is a role within the IT Service Support team and is responsible for escalated and overflow for all ITSC customers in relation to IT Incidents, Service Requests and Problems that have been escalated by the Service Desk Tier 1 team.

This role is focused on ensuring that customer interactions are a positive experience, increasing future successful interactions.

**Permanent full-time role Based in our Marsden Street Parramatta office OR Pitt Street Sydney office with Hybrid work options.**

**As a Technical Analyst your role will**:

- Contribute towards the efficiency and effectiveness of the IT Service Support team
- Provide technical expertise and support to resolve IT-related incidents and problems. Individually & as a member of a team
- Document and share knowledge by writing, adhering to knowledge articles to improve processes for delivery of service and participating in continuous improvement within IT.
- Focus on minimising impact of incidents and problems, liaising with customers and Service Desk Staff to ensure earliest possible resolution within service level targets

**_Ideally you have:_**
- Technical Diploma or Degree or equivalent experience
- Worked successfully in an IT Support Role with at least a minimum of 3-5 years’ experience
- Demonstrated commitment to customer service
- Substantial analytical and problem solving skills with attention to detail
- A demonstrated passion for social change and contributing to an organization of influence for the most disadvantaged

**_ You will have the ability to:_**
- Accurately identify and classify symptoms and possible causes of problems to ensure appropriate assignment to specialist areas.
- Communicate effectively, inspire and motivate people
- Ability to manage a number of priorities and high level time management skills.
- Ability to manage Service Desk calls to specified Service Level Agreement time frames.
- Ability to work logically
- Knowledge of IT processes including those pertaining to ITIL framework of best practice

**_What is in it for you?_**

You will be part of a fun and friendly supportive team, feel valued and work in a fast-paced environment for a progressive organisation. Uniting is a phase of growth and transformation; the latter may lead to opportunity to grow with us Salary packaging option and a level of flexibility is offered.
- Uniting is committed to increasing our Aboriginal representation throughout the entire organization aligned with key actions within the Reconciliation Action Plan_

To review a copy of the position description in detail, please click on the link below to access the PD

PD - Technical Analyst.docx

**_ At Uniting we believe vaccination to be the best way to keep our employees and clients safe from COVID-19. We require all employees to be fully vaccinated against COVID-19 as a condition of employment._**

Uniting actively contributes to a safe and supportive working environment that is inclusive of all staff through celebrating their nationality, cultural background, LGBTI status, abilities, gender, age, and uniqueness.

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