Service Desk Analyst
Western Sydney University Hawkesbury Campus, Western Sydney University- Opening Date: Not Available
- Closing Date: 18-Sep-2024
- Hawkesbury Campus, Western Sydney University
- Remuneration Package: HEW Level 5 $94,265 to $106,603 p.a. (comprising Salary of $79,655 to $90,081 p.a., plus Superannuation and Leave Loading)
- Deliver multi-channel IT support services to students and staff.
- Support a full range of ICT resources including computer labs, teaching spaces, audio visual, office-based technology, and printers.
- Resolve incidents and requests at first point of contact through various channels such as telephone, remote desktop, chat support, and face-to-face.
- Qualifications in a relevant field (Degree, Diploma, or Certificate) or Microsoft Technology Associate (MTA) or similar accreditation.
- Proven track record of delivering effective, customer-focused user support.
- Excellent verbal communication, listening, teamwork, and customer service skills.
- Ability to apply structured problem-solving techniques via phone or remote desktop.
- Experience using service desk tools, ticketing systems, and automated call distribution technologies.
- Broad understanding of PC hardware and software systems, audio-visual technologies, and IT infrastructure components.
- Not Available
- Visa sponsorship is not available for this position.
- You must be an Australian or New Zealand citizen or an Australian Permanent Resident for an ongoing position.
Ref 3886/24 Service Desk Analyst, Information Technology and Digital Services
Western Sydney University Internal Applicants Only.
To be eligible to apply for this position you must be employed by Western Sydney University on an ongoing, fixed term or casual basis at the time of this advertisement.
- 2 x Full-time, Ongoing positions
- Based at Hawkesbury Campus
About the role
Are you passionate about providing top-notch IT support and thrive in a dynamic call centre environment? We are seeking 2 dedicated Service Desk Analysts to join our team!
The role of the Service Desk Analyst is to deliver multi-channel IT support services so that students and staff have a great customer experience and can focus on their core purpose – learning, teaching and research. This includes supporting a full range of ICT resources (i.e. computer labs, teaching spaces, audio visual, office-based technology, printers etc.) through a variety of channels including telephone, remote desktop, chat support and face-to-face resolving as many incidents and requests at first point of contact as possible.
About You
The ideal candidate will possess qualifications in a relevant field - Degree, Diploma or Certificate qualifications or Microsoft Technology Associate (MTA) or similar accreditation or professional expertise in the provision of IT user support services preferably in a call centre environment. You should have a proven track record of delivering effective, customer-focused user support, excellent verbal communication, listening, teamwork, and customer service skills. Your ability to apply structured problem-solving techniques via phone or remote desktop, along with experience using service desk tools, ticketing systems, and automated call distribution technologies, is essential. A broad understanding of PC hardware and software systems, audio-visual technologies, and IT infrastructure components (networks, applications, servers, workstations) is also required.
If you are enthusiastic about implementing customer-focused solutions and have a comprehensive knowledge of educational technologies and computing software applications, we want to hear from you! Apply now ensuring you carefully address each of the selection criteria in your application. Please review the position description for further information.
Applicants should be aware that this role will be based at Hawkesbury Campus, however as Western Sydney University is a multi-campus university travel to other campuses may be required when operational needs arise.
Remuneration Package:
Remuneration Package: HEW Level 5 $94,265 to $106,603 p.a. (comprising Salary of $79,655 to $90,081 p.a., plus Superannuation and Leave Loading)
Position Enquiries:
Please contact Jenni Biscan, IT Service Desk Manager via email at j.biscan@westernsydney.edu.au
Recruitment Enquiries:
Specific enquiries or issues with your application may be directed to the Recruitment Team at recruitmentpartnerships@westernsydney.edu.au
Closing Date:
8:30 pm on Wednesday 18 September 2024
Working Rights in Australia - Eligibility
Please note: Visa sponsorship is not available for this position. For an ongoing/continuing position, you must be an Australian or New Zealand citizen or an Australian Permanent Resident and provide evidence at time of application.
Note - Only those applications submitted via the WSU online recruitment system will be accepted.
How to Apply:
Start your application by clicking the "begin" button.
Login to an existing account or reset your password
Preview Application Form
Western Sydney University is committed to diversity and social inclusion. Applications from people of culturally and linguistically diverse backgrounds; equity target groups including women, people with disabilities, people who identify as LGBTIQ, and people of Aboriginal and Torres Strait Islander descent are encouraged.
If you require assistance in using the System, please email recruitmentpartnerships@westernsydney.edu.au or phone the Recruitment Helpline on (02) 9852 5422. Please note, we do not accept applications for roles to the recruitmentpartnerships@westernsydney.edu.au email.