ITDS Service Desk Analyst Casual

3 weeks ago

Council of the City of Sydney, Australia UTS College Limited Full time

We currently have the opportunity for Service Desk Analysts to join the Service Desk team on a casual basis, reporting to the Service Desk Team Leader.

You willrespond to incidents and requests for a range of customers, using broad technical ability, whilst gaining exposure to a wide range of technologies and real-world IT challenges within a supportive team.

This is a casual position with shifts rostered within normal business hours.We are seeking dedicated team members who are available to work 8.5 hour shifts (including breaks) across varying weekdays. You will be rostered based on College needs and workloads with shift start times varying between 8am - 10:30am and finish times varying between 4:30pm - 7pm.

About the Role

You will be responsible for:

- Answering phone calls and walk-up interactions to help students and staff to resolve IT incidents or requests.

- Review interactions and log incidents, requests, problems and change tickets and ensure tickets are delegated to the right ITDS teams/individuals for resolution finding.

- Assist in troubleshooting, diagnosing, testing, and resolving system problems and issues

- Develop, conduct and provide technical guidance and training in application software and operational procedures to students, teachers and non-teaching staff members

- Liaise with vendors, suppliers in resolution finding process

- Analyse, evaluate and diagnose technical problems and issues such as installation, maintenance, repair, upgrade, and configuration and troubleshooting of desktops, software, hardware, printers, internet, email, databases, operating systems, and security systems.

What UTS College has to offer

- Convenient inner-city campus within walking distance to Central Station.

- A diverse workplace with a passion for encouraging and supporting inclusiveness.

- Wellbeing programs including free and confidential access to an Employee Assistance Program, wellbeing initiatives and resources.

- Continuous learning and professional development (including ongoing learning & development opportunities, free LinkedIn Learning access and the UTS Library)

- An easy-to-use Staff Recognition Program

About You

- Higher School Certificate or equivalent

- Excellent customer service ethic and telephone manner

- Excellent communication and listening skills along with good written communication skills.

- Ability to communicate with colleagues and students from varying backgrounds and with various levels IT experience

Desirable

- Experience with a range of PC software, including Microsoft Office Suite, Microsoft Exchange, Windows 10/11, and macOS.

- Previous experience in a direct customer service role on an IT Service Desk environment.

- Knowledge of ITIL or other IT Service Management (ITSM) frameworks

UTS College provides a pathway for students into the University of Technology, Sydney (UTS), one of Australia's leading universities, and it is our vision to actualise potential and enhance lives through the power of learning, our actions and our people. Our purpose is to provide the best available opportunity for students to develop the knowledge, skills & attributes they need to attain their goals through market leading courses, teaching excellence and an emphasis on the student experience.

If this sounds like you, we’d like to hear from you

For more information about UTS College visit utscollege.edu.au

Please note that we are unable to provide visa sponsorship, and candidates are required to have full working rights for this position.

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