Address• Full time fixed term for 18 months
• Hybrid work environment (work from home and in office)
• Collaborative team environment
Want to avoid peak hour traffic and start work a bit later? UNSW College is seeking an IT Service Desk Analyst who will be willing to work a 12-8pm shift in the future. Initially you will be working 9-5pm.
Who are we?
UNSW College is a wholly owned subsidiary of The University of New South Wales (UNSW).
We’re a great team who all pitch in together when required in support of our students, staff, and each other. We have plenty of work going on (and planned) and deliver quality service with pride. Work-life balance is important, as is being punctual, self-sufficient, and able to think on the go. When we have ideas, questions, or concerns we share them openly. Communication is key, ensuring we keep our colleagues up to speed. We are responsible for our own awesome work culture.
Who are you?
You have previous experience providing quality IT and AV equipment support, excellent communication and teamwork skills, great telephone manner, and a solid understanding of ITIL fundamentals. Your prior experience with Atlassian Jira Service Management, Confluence and Microsoft Intune would mean you’ll hit the ground running. You’re friendly and confident in your abilities, which allows you to remain calm when required. Whether helping a high-powered Executive or someone who’s forgotten their password for the 3rd time today, you’re always able and happy to help.
What will you do?
Provide an excellent support experience to our UNSW College staff and students in their use of technology and ensure that key operational IT tasks are actioned in a timely manner without exception. You’ll roll out new hardware & software, and support computing and audio-visual equipment, telephony, and desktop applications to provide a positive end user experience. You’ll also contribute to the delivery of key projects and initiatives for the IT team and the organisation.
Key responsibilities will include but not be limited to:
• Provide an excellent support experience to UNSW College staff and students using technology, computing hardware, software, and classroom equipment – both computer and AV related.
• Provide high quality, timely, and customer-focused level 1-2 IT Service Desk support based on the ITIL Framework.
• Take ownership of, and act on behalf of the user to find solutions to issues while communicating progress and status updates in a timely manner.
• Propose and action proactive support to improve classroom technology, ensuring ease of use for teachers and students to provide a quality experience.
• Escalate unresolved calls to other team members or third-party vendors where required to achieve timely and effective outcomes.
• Contribute to the delivery of new IT projects and initiatives, as part of the greater IT team.
The successful applicant will have (but not limited to):
• Minimum 3-4 years’ experience providing IT support and AV-type technical equipment support, in a Microsoft Windows / Active Directory (AD) / 365 environment.
• A degree or diploma in Computing or related discipline, or equivalent combination of relevant experience and education/training.
• Excellent communication skills and good telephone manner
• Understanding and experience working to ITIL fundamentals.
• Experience with Atlassian Jira Service Management
• Experience with Atlassian Confluence for documentation and How-To guide creation
• Experience with Microsoft Intune for device imaging, policies, and application packaging
• Able to quickly learn new technology and to assist end users to do so.
• Able to work well with a group of IT Service Desk professionals, and the greater IT Team.
A position description is available in the link below. To apply, follow the prompts below.
To be considered for this position, please provide the following:
• A CV detailing your qualifications and experience.
• A Cover letter briefly addressing the selection criteria.
Applications close midnight Friday 12th July 2024
