Address 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?Reporting to the Service Desk Team Leader, the Service Desk Analyst is responsible for delivering 1st Line Desktop Support for all IT related technologies (desktop PC’s, Laptops, AV systems, phone systems etc.) as well as a mix of application support in Salesforce and our Learning and Student Management environments.
The objective is to ensure the smooth operation for users (staff, students, etc.) by maintaining a healthy & stable desktop and application environment whilst delivering an exceptional customer service experience, rectifying escalated issues when necessary and ensuring service level agreements are adhered to.
Day-to-day accountabilities:
Act as the escalation point for the Service Desk Analysts, providing subject matter expertise to ensure tickets are resolved within agreed SLA’s
Ensuring the bare essentials
Point of contact for technical assistance, delivered through face to face, phone, remote assistance and the occasional site visit in the case of a major incidents
Ensure call ownership is embraced and initiate problem escalation when necessary to ensure all service actions are clearly and accurately logged, monitored and updated
Improve first call resolution, manage customer perception and build strong internal relationships
Efficient prioritisation, co-ordination and documentation of support incidents & requests via the ITSM ticketing system (ServiceNow)
Analyse, identify, diagnose and troubleshoot user desktop technical issues and network faults
Ensure all incidents & requests are logged prior to completion, tickets are to be accurately logged with work notes and resolution descriptions attached
To read more about the role please click here to View job description
This is a permanent full-time role based in Brisbane.
Who you are
2+ years’ experience in providing technical Service Desk engineer support
Strong time management, organisational & attention to detail skills
Quick learner with ability to adapt to various business needs
Proven ability with multi-tasking and managing end to end processes
Good working knowledge of End User IT technology - PC/Desktop support and LAN
Exposure across Microsoft & Apple platforms, Audio Visual, managing printer fleets and associated technologies. Basic networking, Active Directory, Microsoft certifications desired with any additional certifications viewed highly favourably
Excellent customer service skills, proven customer focused desktop services capability. ITIL certification or knowledge of ITIL practices viewed favourably
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- Flexible working conditions, allowing you to work remotely and from a campus near you- 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 ***************@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: 5th of April 2024
Job reference: R23265
If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at **********@torrens.edu.au
