Service Desk Analyst

1 week ago

Geelong, Australia Deakin University Full time

**Job no**: 555732

**Work type**: Full-time

**Location**: Geelong - City

**Categories**: Information Technology
- Based at our Geelong, Waterfront Campus
- Full-time and continuing
- HEW 5 $77,114 - $86,490 + 17% Superannuation (pro rata, part time)

**Why work with us?**

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

**Who are we?**

Deakin is a cutting-edge public university in Victoria, revolutionising education with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and our dynamic online Campus. We're proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities

**About the Role**

Operating within this fast-paced environment, this position provides technical support, fault diagnosis and resolution via multiple channels within Teaching and Learning Spaces, meeting rooms, labs, people workstations, peripherals, and personal devices.

**As a Service Desk Analyst, you will**:

- Ensure a high-level of customer service, adhere to all quality requirements and participate in reviews of work practices to identify opportunities for improvement.
- Provide individual support and a positive customer experience to students and staff in the use of ICT equipment, resolution of issues and general information provision in managed and non-managed environments.
- Engage in process improvement activities and adopt innovative ideas, approaches, and changes to work practices.
- Implement IT Service Desk quality assessment processes and incorporate customer feedback into continuous improvement initiatives.
- Maintain up to date knowledge and documentation associated with ICT and IT Services & Support processes and procedures.
- Accurately record, track, monitor and assist resolution of incoming Service Desk calls using the appropriate IT Services & Support processes and escalation paths to achieve the Service Level Agreement
- Establish and maintain strong relationships with Digital Services, Customer Experience Hub, Student Services, Staff and Students.

**To be successful, you’ll have**:

- A Degree in a computer related discipline without subsequent relevant experience, or an equivalent combination of IT Help Desk, Service Desk or Call Centre experience; or
- Completion of an Associate Diploma and at least two years subsequent relevant work experience; or
- Completion of a Post-Trades Certificate or Advanced Certificate and extensive relevant experience as a technician; or
- An equivalent combination of relevant experience and/or education/training
- Customer services experience, preferably in a large organisation
- Experience trouble-shooting complex systems and Information Technology Infrastructure Library (ITIL)

**Special Requirements**
- This position requires the incumbent to work outside business hours.
- The position is required to work shifts. The University works a number of shifts on weekdays between the hours of 8am to 8pm and on weekends between 11am to 5pm. This position will be rostered into these shift periods

**Here's how to apply**:
Please submit your updated resume and a short cover letter outlining your skills and experience.

**Applications for this position close at 11.55pm on Monday 24th of June.**

**Are You Ready?**

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

**Advertised**: 17 Jun 2024 AUS Eastern Standard Time
**Applications close**: 24 Jun 2024 AUS Eastern Standard Time

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