IT Service Desk Specialist

4 days ago

Sydney, New South Wales, Australia UTS College Limited Full time

At UTS College Limited, we provide pathways for students into the University of Technology, Sydney. Our vision is to actualise potential and enhance lives through learning, our actions, and people.

We are seeking a Technical Support Professional on a casual basis to join our ITDS Service Desk team. This role will service incidents and requests for a range of customers using broad technical ability.

About the Role:

  1. Answer phone calls and walk-up interactions to help students and staff resolve IT incidents or requests.
  2. Review interactions and log incidents, requests, problems, and change tickets, ensuring tickets are delegated to the right ITDS teams/individuals for resolution.
  3. Assist in troubleshooting, diagnosing, testing, and resolving system problems and issues.
  4. Develop, conduct, and provide technical guidance and training in application software and operational procedures to students, teachers, and non-teaching staff members.
  5. Liaise with vendors and suppliers in the resolution finding process.
  6. Analyse, evaluate, and diagnose technical problems and issues such as installation, maintenance, repair, upgrade, and configuration of desktops, software, hardware, printers, internet, email, databases, operating systems, and security systems.

About You:

  1. Higher School Certificate or equivalent.
  2. Experience using a variety of PC software, including Microsoft Office Suite, Microsoft Exchange, Windows 10, 11, and Mac.
  3. Prior experience in a direct customer service role on an IT Service Desk.
  4. Knowledge of ITIL or other IT Service Management (ITSM) frameworks.
  5. Excellent customer service ethic and telephone manner.
  6. Excellent communication and listening skills along with good written communication skills and fast typing skills.
  7. Ability to communicate with people who have English as their second language.

What We Offer:

  • A flexible work environment with convenient inner-city campus.
  • A diverse workplace with inclusiveness.
  • Wellbeing programs including discounted gym memberships and confidential access to an Employee Assistance Program.
  • Continuous learning and professional development opportunities.
  • An easy-to-use Staff Recognition Program.
  • Additional paid leave over the December end of year holidays.
  • A collaborative culture built on Ethics of Respect, Integrity, Courage, Imagination, Compassion, and Honesty.

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