Address
Form of workUTS College provides a pathway for students into the University of Technology, Sydney (UTS), one of Australia's leading universities, and it is our vision to actualise potential and enhance lives through the power of learning, our actions and our people.
We currently have the opportunity for a full time ITDS Service Desk Analyst to join the Information Technology and Digital Services team on an ongoing basis.
About the role
The purpose of this role is to be the initial point of contact for ITDS incidents, service requests and change requests from a range of customers including students, staff and international Channel Partners. Each Service Desk Analyst is expected to resolve calls on first contact where possible, and where this is not possible, appropriately categorise and prioritise the request and either attend to it in person or escalate to the appropriate team member. In all cases, the Service Desk manages the client expectations and communications until resolved. The role reports to the ITDS Service Desk Team Leader.
About you
We are also seeking the following attributes:
- Higher School Certificate or relevant tertiary qualifications
- Excellent customer service ethic and telephone manner
- Friendly, confident and patient with people. Ability to communicate with people who have English as their second language.
- Punctual
- A strong interest in technology with demonstrable ability and interest in learning sufficient IT concepts to be capable of responding to 50% of calls within 3 months and 70% of calls within a 12 month period and understanding how to appropriately prioritise and escalate remaining calls.
- Good written communication skills.
- Knowledge of ITIL
What UTS College has to offer
- A flexible work environment (including working from home and from our convenient inner-city campus within walking distance to Central Station)
- A diverse workplace with a passion for encouraging and supporting inclusiveness
- Wellbeing programs (including discounted gym memberships, free and confidential access to an Employee Assistance Program, and wellbeing initiatives and resources)
- Continuous learning and professional development (including ongoing learning & development opportunities, free LinkedIn Learning access and the UTS Library)
- An easy-to-use Staff Recognition Program
- A collaborative culture built on our Ethics of Respect, Integrity, Courage, Imagination, Compassion and Honesty
If this sounds like you, we’d like to hear from you! Please submit your resume and cover letter.
Applications close 1 March 2024
For more information about UTS College visit utscollege.edu.au
