Analyst Service Centre

**Job no**: 510782

**Work type**: Full time

**Location**: Sydney, NSW

**Categories**: Information Technology
- Full-time (35 hours week)
- Level 6 ($91,472 - $97,579, depending on exp.) + 17% super + leave loading
- 2 x roles available: continuing (permanent) role and 12 month fixed term contract

You will be part of the Service Centre Analyst which provide a Single Point of Contact (SPOC) for all UNSW staff

**About the role**

The IT Service Centre Analyst will provide a Single Point of Contact (SPOC) for all UNSW staff and students for IT services. The role encompasses providing first and second level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures.

The IT Service Centre is the central support point for UNSW-wide IT services and operates from 8:00 am to 8:00 pm Monday to Friday, and 11:00 am to 3:00 pm Saturday on a rostered basis. This role may be located in one of the IT Hubs across the Kensington or Paddington campuses or in the central IT Service Centre.

It is expected that this role will be rostered on rotating shifts to cover the IT Service Centre operating hours. If the hours of operation change then the IT Service Centre staff member may be required to work those hours under a rostered situation.

This role will report into the Service Centre Team Leader

Specific accountabilities for this role include:

- Provide level 1 and level 2 support when required for all IT related incidents and requests.
- Provide level 1 support for administration functions of the IT Service Centre relating to exchange administration, Enterprise systems access etc when required.
- Actively support the IT Service Centre team leaders across all areas of operations such as the IT Service Centre Hubs, process improvement and knowledge / training management.
- Log, respond to and resolve tickets in a professional and timely manner with an emphasis on high quality customer service and first call resolution.
- Create Knowledge Articles and provide updates for the IT Service Centre Knowledge Base for identifying solutions, work
- arounds and known errors.
- Monitor and action incoming incident/requests and assist with queue and ticket management activity across our IT Service Centre queues in accordance with SLA, and policies and procedures to ensure Customer Satisfaction is achieved.
- Actively promote customer satisfaction program ie Net promoter score.
- Accurately record all customer incidents/requests in the IT Service Management tool.
- Excellent verbal and written communication skills in providing technical instructions, advising and consulting over all communication channels.
- Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
- Develop and revise training materials including guides, knowledge base articles, quick reference sheets and support scripts for the IT Service Centre
- Provide mentoring, training, support and technical assistance to team members or new team members.
- Provide specialised and elevated technical assistance and support to customers. Responsible for taking control of and resolving complex technical and escalated customer incidents/requests.
- Leading projects within the IT Service Centre and liaising with IT and non-IT units.
- Escalate issues to the Incident/Problem Manager and/or Service Centre Team Leader.
- Identify improvement opportunities or performance issues that impact customer service and achievement of SLA's

**Skills and Experience**
- Diploma or higher in a relevant area of study and minimum of 24 months experience working within an IT Service Desk, preferably in a large organisation with a high volume of work.
- ITIL Foundations certification.
- Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high quality services to its customers.
- Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms
- Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.
- Demonstrated problem solving skills and ability in handling difficult customer interactions while maintaining high level of customer satisfaction.
- Demonstrated experience with high level technical troubleshooting with Microsoft Windows 7, 8.1, 10 and Macintosh Operating Systems as well as VPN, Wireless and Active Directory.
- An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.

**To Apply**: Please submit your CV, Cover Letter and Responses to the Skills and Experience nominated in the Position Description.

Position Description - Click Here

**Contact**:
Amy Denney
Talent Acquisition Coordinator

**Applications close**: Sunday 11.55pm 28th August

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