Digital Support Analyst

**Job no**: 532960
**Work type**: Full Time
**Location**: Sydney, NSW
**Categories**: Information Technology

**Digital Support Analyst**
- Employment Type: Full Time (35 hours per week)
- Duration: Continuing
- Remuneration: Level 6 $100,354 - $107,054 (depending on experience) + 17% super + leave loading
- Location: Kensington, NSW (hybrid)

**About UNSW**:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

**Why your Role Matters**:
The Digital Support Analyst is accountable for providing the fulfilment of computing support for UNSW staff across the faculties and divisions as well as the Senior Executive of the University. This role encompasses the provision of computing hardware, installation and troubleshooting of computer software and the resolution of service desk generated incidents and requests.

The role represents the customer facing side of UNSW IT and will be required to operate in a professional manner when dealing with customers both outside of the organisation as well as within. The Digital Support Analyst will be required to work with and support the IT Service Management Framework and to maintain exceptional customer service at all times.

The Digital Support team currently operate between 8:00am and 6:00pm, Monday to Friday. It is expected that this role will be rostered on rotating shifts to cover these hours. During periods of peak load the Digital support team may be rostered to support the IT Service centre which operates 8:00am - 8:00pm, Monday to Friday and 11:00am - 3:00pm Saturday. If the hours of operation change then the Digital Support Analyst may be required to work those hours under a rostered situation.

This position will report into the Team Leader Digital Support. It has no direct reports.

**Responsibilities**:

- Provide level 2 support for IT support related incidents and requests.
- Ensure the customer support needs are fully understood and met.
- Respond to customer requests and update end users on incidents logged within agreed timeframes.
- Carry out incident and request management activities in close co-operation with other UNSW IT Support groups.
- Perform a high level of incident and request resolution via remote control methods where possible.
- Monitor and prioritise personal job queues and proactively take action on outstanding requests and incidents.
- As required, support IT Services delivered from the IT Hub.
- Troubleshoot incidents and requests and escalate to Senior team members when necessary.
- Contribute in the creation and review of documentation for the Service Desk Knowledge base.
- Perform installations and configurations of desktop equipment in compliance with Workplace Technology processes and guidelines and perform software installations via Enterprise Desktop Management tools.
- Assist when required in the testing of the SOE and software packages ensuring compliance with SOE guidelines and policies
- Support the network services team to analyse/resolve incidents and install / replace network hardware
- Perform asset tracking reconciliation activities for all assets.
- Communicate effectively with customers to ensure satisfaction levels are maintained and support the UNSW IT’s customer satisfaction program - currently Net Promoter Score (NPS)

**Skills and Experience**
- Minimum of 2 years of experience in IT support environments, and/or Diploma or certificate level education in IT, including an ITIL Foundations certification
- Sound experience of Microsoft Windows 11 and macOS in a Windows Enterprise Environment. Experience with Jamf Pro an advantage and Linux desktops an advantage.
- Comprehensive experience with Microsoft O365 support and usage.
- Excellent interpersonal and communications skills and the ability to explain technical concepts to nontechnical staff in easily understood terms
- In depth analytical and problem-solving skills.
- Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of quality technical support and customer service
- Sound working knowledge of LAN's, Wireless and TCP/IP networking and PC, mobile devices and printer hardware.

**Benefits and Culture**:
People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.

Our benefits include:

- Flexible working options.
- Career development opportunities.
- 17% Superannuation contributions and additional leave loading payments.
- Additional 3 days of