Analyst (Service Desk)
2 months ago
University IT
- Hybrid Working model
- Work with a high performing team passionate about customer service
- Full-time, ongoing appointment
- Salary range: Level 5: $73,982.00 - $81,999 plus 17% superannuation OR Level 6: $84,665 - $89,477 plus 17% superannuation
The University of Western Australia (UWA) is ranked amongst the top 100 universities in the world and a member of the prestigious Australian Group of Eight research-intensive universities. With an enviable research track record, vibrant campus and working environments, supported by the freedom to ‘innovate and inspire’ there is no better time to join Western Australia’s top University.
**About the team**
UWA is making significant investments in the Information and Technology Services to enable its strategic direction and goals. UWA is also looking to utilise technology advancements to expand its services and create new and innovative teaching and research models.
Robust, flexible, integrated and agile enterprise architecture, information and technology services are vital to enabling the university strategic objectives
**About the opportunity**
As the appointee, you will be responsible for being the first point of contact for all IT related queries at UWA, responding to incoming incidents/requests providing high quality technical support and customer service. In line with IT service level agreements and ensuring customer satisfaction.
You will provide IT support to all end-users at UWA resolving IT issues for commonly used computing platforms including desktops, laptops, mobile devices, AV/video conferencing equipment and peripherals, software packages and operating systems including support for teaching and research solutions.
**To be considered for this role, you will demonstrate**:
- Relevant tertiary qualification or demonstrated equivalent competency
- Considerable relevant experience in a customer service role with a mature approach to work
- Experience in ITIL request fulfilment, incident and problem resolution and management
- Ability to communicate well and work with competing priorities whilst always remaining fully customer focused
- Commitment to providing a high level of quality customer service
- ITIL certification or experience in a similar role is desirable
- Working knowledge of the Higher Education sector is desirable
Full details of the position's responsibilities and the selection criteria are outlined in the position description: Position Description - Analyst (Service Desk).rtf
The content of your Resume and Cover Letter should demonstrate how you meet the selection criteria.
**Closing date**:11:55 PM AWST on Thursday 16th Feb 2023
This position is only open to applicants with relevant rights to work in Australia.
**Our commitment to inclusion and diversity**
UWA is committed to a diverse workforce and an equitable and inclusive workplace. We celebrate difference and believe diversity is fundamental to achieving our goals as a globally recognised Top 100 educational and research institution. We are committed to creating a safe work environment for Aboriginal and Torres Strait Islander people, women, people from culturally and linguistically diverse backgrounds, the LGBTIQA+ community and people living with disability.
- We have a globally competitive, gender neutral parental leave policy with 26 weeks paid leave after 12 months service and 36 weeks after 5 years.
- We have on-campus childcare facilities for child 6 weeks to kindy.
- We facilitate flexible working, with part-time and job-sharing arrangements considered.
- We have an ongoing partnership with Pride in Diversity and were recently awarded a Bronze Employer status for LGBTIQA+ inclusion.
- We have Athena SWAN Bronze accreditation and actively work to improve gender equity.
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