IT Service Centre Analyst
The IT Service Centre Analyst will provide a Single Point of Contact (SPOC) for all UNSW staff and student for IT services
Summary about this job
Help Desk & IT Support
Company: University of New South Wales
Location: Sydney
Work type: Contract/Temp
Salary: n\a
Phone: +61-2-7223-6203
Fax: +61-2-1433-5004
E-mail: n\a
Site: n\a
Detail information about job IT Service Centre Analyst. Terms and conditions vacancy
- $71k - $80k plus 17% superannuation and leave loading
- Full-time Continuing (35 hours per week)
- Multiple Vacancies Available
- One of Australia’s leading research & teaching universities
- Vibrant campus life with a strong sense of community & inclusion
- Enjoy a career that makes a difference by collaborating & learning from the best
At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.
Part of UNSW's Finance and Operations Division, UNSW IT is now entering its next phase of evolution with another paradigm shift to position itself as a strategic partner within the University.
About the role
- $71k - $80k plus 9.5% superannuation and leave loading
- 12 months fixed term contract - 35 hours per week
- Multiple - Vacancies Available
The IT Service Centre Analyst will provide a Single Point of Contact (SPOC) for all UNSW staff and student for IT services. The role encompasses providing customer service through first level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures. This role involves supporting UNSW staff and students in their use of technology through multiple channels including telephone, email and in person through troubleshooting, resolution and escalation of Incidents as well as processing access requests in a customer focused manner.
About the successful applicant
To be successful in this role you will:
- 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 over the phone while maintaining high level of customer satisfaction.
- Diploma or higher in a relevant area of study and minimum of 12 months’ experience working within an IT Service Desk, preferably in a large organisation with a high volume of work.
- ITIL Foundations certification
- Demonstrated experience with high level technical troubleshooting in particular, Microsoft Windows 7, 8.1, 10 and Macintosh Operating Systems as well as VPN, Wireless and Active Directory.
If you are interested, please submit your resume and a paragraph telling us what interests you to the position. Please apply online - applications will not be accepted if sent to the contact listed.
Position Description - IT Service Centre Analyst - Level 5.pdf
Contact:
Lani MacDonald, IT Service Centre Team Lead
Applications close: 3 August 2018