Service Desk Analyst

Service Desk Analyst

Location: Campus Flinders

Time Type: Full time

Posted On: Posted Yesterday

Job Requisition ID: R25144

Who we are?

At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.

Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do.

What’s the job?

Are you tech-savvy and passionate about exceptional customer service? Join us as a Service Desk Analyst where you’ll provide top-notch 1st Line Desktop Support across diverse IT technologies, including desktops, laptops, AV systems, computer labs and phone systems. You'll also support applications like Banner and student management systems, ensuring a seamless tech experience for staff and students.

In this role, you'll handle technical issues, manage service tickets, and act as an escalation point for complex problems. Your mission is to maintain a stable desktop environment, exceed service level agreements, and deliver outstanding customer service.

Day-to-day accountabilities:

• Provide 1st Line support for desktop, laptop, and application issues.
• Manage and resolve technical issues, including network faults and security problems.
• Ensure timely and accurate ticket logging and resolution.
• Support new starters with equipment setup and provisioning.
• Maintain asset records and assist with IT documentation and knowledge base updates.

This is a permanent full-time position based at our Flinders Street campus in Melbourne.

Who you are

You’re a skilled IT professional with expertise in desktop and application support across Microsoft and Apple platforms. You excel at managing service tickets, resolving issues, and delivering exceptional customer service with strong organizational skills and effective communication.

• 2+ years’ experience in providing technical service desk and help desk analyst support.
• Good working knowledge of End User IT technology - PC/Desktop support and LAN.
• Excellent customer service skills, proven customer-focused desktop services capability.
• Exposure across Microsoft & Apple platforms, Audio Visual, managing printer fleets, and associated technologies.

To read more about the role please click here to View Job Description.

Why join us?

Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.

We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.

We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer:

We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia, you’ll benefit from:

• Study free in a course/degree related to your position.
• B Corp certified university – values driven and purpose led.
• Access to internal opportunities - Be supported to learn, grow and move across the organisation.

Hiring process

We aim to provide you with the necessary information you need at each stage of this process to put your best self forward. If you want to know more, or need assistance or accommodation during the recruiting phase, please contact your recruiter at Nikeey.silwal@torrens.edu.au.

To learn more about what makes Torrens University Australia a great place to work, visit https://www.torrens.edu.au/blog.

We’d love to hear from you.

Applications close: 4th October 2024

Job reference: R25144

To ensure a fair and thorough review process, applications for this role will close on 4/10/24. You can expect to hear from our Talent Acquisition team after this date with any updates about your applications.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at yourcareer@torrens.edu.au.

About Us

As the country’s newest and fastest-growing university, Torrens University Australia brings a fresh approach to higher education. Working with us is all about working alongside over 2000 professionals passionate about career and purpose. Our staff across our campuses and head office are united by our central ethos to Be Good – by committing to a better way of doing business.