Assistant Manager, Service Desk

**Job no**: 566752
**Work type**: Full-time
**Location**: Geelong - City
**Categories**: Information Technology, Customer Service
- Based at our Geelong, Waterfront Campus + hybrid work arrangements
- Full-time and continuing - **commencing from 24 February 2025**:

- HEW 7 $101,858 - $112,156 + 17% Superannuation

**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 seven campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, Deakin University Lancaster University Indonesia (DLI), GIFT City, India 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.

Deakin HELP is a solutions-based team focused on enabling internal stakeholder success. This newly formed organisational area is designed with a focus on staff feeling supported, heard and leaving with an experience that exceeds their expectations.

**About the role**:
The Assistant Manager, Service Desk oversees the IT Help team, ensuring smooth delivery of IT support services for staff and students. They handle inquiries related to IT systems, hardware, software, and network issues through various channels. Responsibilities include updating the IT knowledge base, assisting with training and development, and improving service processes. They also support new IT initiatives and provide leadership to ensure high-quality service delivery.

**As Assistant Manager, Service Desk, you will**:

- Oversee the development, maintenance, and regular updates of a comprehensive knowledge bank to support incident management and service requests, ensuring fulfilment is completed to a high standard in line with service level agreements.
- Act as the primary point of contact for escalations and major incident co-ordination within and outside standard business hours, ensuring issues are resolved effectively and efficiently.
- Complete statistical reporting and trend analysis on service provision.
- Lead by example by actively participating in frontline duties, including answering phones and assisting at the on-campus help hub.
- Establish and maintain a clear and efficient escalation process for issues requiring further support or intervention, ensuring seamless handover and resolution.

**What you will bring**:

- A Degree with substantial subsequent relevant experience; or
- Extensive experience and management expertise in technical or administrative fields; or
- An equivalent combination of relevant experience and/or education/training in Computer Science or Information Technology.
- Information Technology Infrastructure Library (ITIL) foundation level.
- Experience in leading and managing a customer service or support team.
- Experience in managing escalation processes, including resolving complex issues and coordinating with other teams for support and interventions.

**Here's how to apply**:
Please submit your updated resume along with a brief cover letter outlining your relevant skills and experience by clicking the 'Apply' button.

**Applications for this position close on Sunday, 16 February 2025.**

**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**: 30 Jan 2025 AUS Eastern Daylight Time
**Applications close**: 16 Feb 2025 AUS Eastern Daylight Time