Desktop Support Analyst

**POSITION DESCRIPTION
**Position **Desktop Support Analyst

**Position Number **Level/Classification **HEW0606***

**Reports to **Manager Campus Technology
**Unit **IT Operations***

**Directorate **Information Technology Services (ITS)***

**Positions Supervised **nil**
**Position Purpose**

With a focus on superior customer service, the Desktop Support Analyst is responsible for the
management of the end-user computing environment, including lifecycle management,
incident resolution, request fulfillment and configuration management activities.

**About Murdoch University**

Murdoch University helps people discover how to make a difference, through education and
research endeavour, and remains one of the most inclusive universities in the country,
providing students with quality education and recognised academic standing within an
engaging and caring environment. We are a university for all, irrespective of background and
social standing with a focus on social equity, self-direction and freedom of thought and belief.

With strong links to government, business and the community, Murdoch University helps
people discover how to make a difference. We are a young, innovative and enterprising
university with more than 23,000 students and 1,700 staff across Perth, Singapore and Dubai.
We are committed to high quality education, innovative research, and strong community
engagement both locally and internationally.

Our Strategic Plan and Future Horizon 2017-2027 outlines an ambitious blueprint for
development and growth, with a focus on one purpose: to be a creative force for current and
future generations.

We are clear about our two core goals: to educate free thinkers who thrive in society and are
sought after by employers; and, to provide life changing solutions for the world’s big
challenges through our outstanding translational research and innovative practice.

**About the Work Area**

Information Technology Services are a critical partner in delivering innovative technology
leadership and delivery excellence in advancing the University’s strategic goals. Our teams
provide key services across:

- IT Planning and Governance
- Solutions Delivery
- IT Operations

In support of the University Strategic Plan and Future Horizon, IT Services seeks to drive
the transformation of a truly innovative digital technology experience in creating a vibrant
campus for business, industry, start-ups, health sectors, local and global investors,
researchers, students, alumni and the broader community to come together to learn,
innovate, and collaborate.

**Reporting Relationships
Manager Campus
Technology

Desktop Support
AV Technicians SOE Engineers

Analysts

**Key Responsibilities/Duties
1. Provide exceptional customer service across all support channels
2. Provide on-site and remote support for complex technical incidents and requests

related to the end-user computing environment, including personal computers and
peripherals, mobile devices, desktop software and systems, classroom technologies
and network devices.

3. Contribute to lifecycle management, asset management and maintenance activities of
the end-user computing environment.

4. Ensure all activities are aligned to approved license conditions, University policies and
financial obligations.

5. Use and contribute to the ongoing development of a comprehensive knowledgebase of
support and self-help information

6. Embody the University’s values within and beyond the University, building equality and
diversity and encouraging social responsibility.

7. Support the delivery of an engaging student experience of which excellence in research
and quality education are fundamental, aligning to University objectives.

8. Support and promote compliance with relevant legislation and University policies and
procedures, including equity and health & safety and exhibit good practice in relation
to same.

9. Carry out, and assist with, other duties as required.

Murdoch University Position Description - Professional Positions

**Selection Criteria**

**Essential**

1. Relevant tertiary qualification in computing or related field or an equivalent
combination of relevant experience and/or education/training

2. Demonstrated commitment to customer service and a professional approach to
providing technical support and advice

3. Strong understanding of Windows and MacOS and hardware, Active Directory, device
management software, Microsoft Office365, Antivirus and software management

4. Demonstrated ability to diagnose complex technical issues, investigate cause, devise

5. Demonstrated sound and interpersonal skills to enable effective communication and
positive relationships with customers, colleagues and service providers

6. Ability to work with limited supervision and as part of a team to manage workload
and priorities

7. Using and contributing to the ongoing development of a comprehensive
knowledgebase of support and self-help information

**Desirable
**1. Foundation le