Service Desk Advisor X 2

4 weeks ago

North Ryde, Australia Macquarie University Full time

PRIMARY DETAIL
- Hourly rate: From $48.29 - $52.04 per hour (HEW Level 4) plus 10.5% superannuation
- Appointment Type: 2 x casual roles
- Location: Macquarie University, North Ryde

THE ROLE

IT Service Desk within Information Technology provides a first point of contact for MQ staff and students. We provide various service delivery modes including a central phone number, desk side support, self-service support and online request service.

The core responsibility of the Service Desk Advisor is to provide effective first level IT support to all MQ staff and students for all service requests, including incident diagnosis, troubleshooting and accurate recording of calls received and resolution activities.

The role will primarily be responsible for:

- Logging, troubleshooting, resolving or escalating and accurately recording incidents and service requests using Service Now
- Remote desktop software installation and troubleshooting
- Troubleshoot, setup and configure devices including iPad, iPhone, Android, Surface Pro etc.
- Create and maintain user profiles and access
- Contribute to the identification and development of potential improvements to response procedures for commonly reported incidents.
- In consultation with Service Desk Team Leader, record and maintain the team knowledge base and FAQ.
- Comply with relevant EEO and WHS regulations.
- Perform any other duties as required and appropriate for this classification.

About Us
- To be considered for this position, you will need to have an _
- IT background_
- (studying or working) and also need to demonstrate the below criteria in your CV and cover letter:_
- Demonstrated experience working with ITIL based processes, strong incident management skills
- Clear communication skills - written and spoken
- The ability to work independently and as a team
- Experience working with Windows Operating system, MAC OS and Active Directory
- Experience working in customer service

Skills/Certificates:

- ITILv3 Certified
- Microsoft and other industry certifications
- Microsoft Windows 7/8/10
- MAC OS
- Microsoft Office365
- Outlook 2016 for Windows and MAC
- Google APPs
- SCCM
- Active Directory
- Service Now
- VMWare
- This position requires a criminal record check.
- A requirement for this role is shift work. The successful applicant will need to be available for a 7-day roster between the hours of 8am and 8pm.

Specific Role Enquiries: Ken Thai, Manager, Technology Services (FSE/Library) via

General Recruitment Enquiries: Rainki Kan, HR Administrator via

Applications Close: Sunday, 19 February 2023 at 11:59pm (AEST)

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and go to the Careers App > Find Jobs.

Applications Close:
19/02/2023 11:59 PM

Diversity and Inclusion
- Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.
- We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion. See our journey towards leadership in- Equity, Diversity and Inclusion
- in Higher Education.
- Flexible Work

At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in- flexible work
- to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, explore our- .

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