AddressThe Service Desk Analyst is essential in providing timely and efficient IT support to educators, students, and staff within our large and complex organization. In this role, you will promptly respond to IT support requests, troubleshoot software and hardware issues, and escalate problems as necessary. As the primary point of contact for all IT-related concerns, you will strive to deliver high-quality service and resolve issues promptly to minimize disruptions to business operations.
This permanent position offers a 38-hour work week, Monday to Friday, based at our Parry St Campus in Newcastle West, NSW.
Benefits of Working With Us
- Directly contribute to improving the lives of many in the community.
- 1 week shutdown over Christmas and New Year annually (includes 3 days of additional paid leave + public holidays)
- Paid parental leave.
- Discounted gym membership through Fitness Passport.
- Flexible working arrangements.
- Ongoing training and development opportunities.
- A great friendly environment of dedicated and passionate co-workers.
- Corporate benefits, including EAP, flu shots and more.
- Modern office facilities with a coffee machine.
Join us today!
POSITION DESCRIPTION
The purpose of this position is to administer Service Desk queues in the resolution of Incidents and Requests by providing technical assistance, problem-solving and remote diagnosis. Aiding in the installation, upgrade and troubleshooting of issues lodged at the Service Desk relating to hardware, software and infrastructure assets. The Service Desk Analyst will provide support and diagnosis to all Diocesan staff, functions and Agencies. This position also plays an important role in providing queue management to ensure that the Service Desk consistently achieves published Service Levels, where business expectations are met or exceeded.
EXPERIENCE/CRITERIA
- Demonstrate strong analytics with the capacity to think creatively, act operationally and manage change
- Demonstrate sound oral and written communication and interpersonal skills with an ability to engage, manage, negotiate, influence and establish effective relationships with a wide range of people
- Hands-on experience with Windows and Mac OS environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Understanding of relevant best-practice frameworks, including IT service management (ITIL), IT project management, and asset lifecycle management
- Good problem-solving and multitasking skills couples with the ability to perform remote troubleshooting and provide clear instructions
- Minimum of 2 years’ experience within a Service Desk environment - desirable
QUALIFICATIONS
- Tertiary qualifications in Information Technology or subsequent relevant work experience; or an equivalent combination of knowledge gained through education, training and /or experience
To Apply
Please provide a current copy of your Resume and a Cover Letter which addresses the two criterion points below:
- Please describe your previous Service Desk experience and explain how this role fits into your career objectives
- Please detail your experience in delivering customer service and support to both internal and external stakeholders.
For any further information about the role, please contact Michael Macarthur, Service Desk Manager on: ***************@mn.catholic.edu.au
Applications close Thursday, 4th July 2024 at 11.59pm
Additional Information
The Diocese of Maitland-Newcastle is committed to safeguarding children and vulnerable persons and preventing those in our care from suffering abuse or neglect. It is committed to implementing and maintaining compliance with the NSW Child Safe Standards and the National Catholic Safeguarding Standards and takes a zero-tolerance approach to abuse of children or vulnerable persons. All who work in the name of the Diocese must comply with the Diocesan Safeguarding Framework Policy and act in accordance with the Diocese’s Code of Conduct which includes the Diocese’s Safeguarding Commitment Statement. Employees are required to undergo a National Police Check and retain a valid NSW Working with Children Check where necessary, in accordance with legislation.
