Service Desk Analyst

Position: Service Desk Analyst
Salary Range: $63,305 - $65,987 per annum pending experience
Tenure: Full time, Permanent
Commencing Date: 26 April, 2024
Closing Date: Monday, 8 April 2024 unless filled prior

Townsville Catholic Education Office  supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the South, North to Ingham and Halifax, South-West to Winton, and West to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.

Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos.  We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission. 

Townsville Catholic Education Office is currently seeking a Service Desk Analyst for a full time, permanent position commencing 26 April 2024.

About the role

The Service Desk Analyst (SDA) is an Information Technology (IT) professional who supports services within the Information Technology and Services (ITS) Team. The SDA is the first point of contact for all notifications of incidents and requests for service.
The SDA will apply a range of basic technical and other skills involving application of knowledge gained through experience and/or pre-defined documentation to successfully carry out the support of the services.
The SDA will work to resolve IT support requests, invoke vendor cases and escalate advanced cases within the Service Delivery teams, maintaining service records throughout the end user support process. 
The SDA will have input into the Continual Service Improvement Program and have a role in ensuring documentation is available for skill sharing and training.

Key Accountabilities

• Execute Incident resolution via diagnosis and troubleshooting of technical issues within the incident lifecycle to ensure high standard IT support to all students and employees
• Determine and facilitate relevant solutions based on the issue and details provided
• Assist with the creation and maintenance of technical documentation
• Troubleshoot, resolve and escalate issues to maintain system performance to meet student and employee demand
• Record incidents, service requests and their resolutions per agreed processes
• Ensure required controls are adhered to without compromising responsiveness and availability

About you

• At least one year experience in an ICT Customer Support role
• Demonstrated ability to work independently and as part of a team
• Demonstrated capacity to organise and prioritise a range of tasks and set priorities to meet deadlines in a busy environment
• Good understanding of computer systems, mobile devices, networks and other IT products/services.
• Ability to adapt to changing circumstances and embrace new ideas with enthusiasm
• Good written, verbal, visual and non-verbal communication skills to ensure positive engagement with employees, parents and visitors
• Organisational planning and coordination skills including the ability to demonstrate flexibility and manage demanding or competing tasks
• Awareness of ITIL v3+ Service Management processes/practices.
• Enthusiastic and energetic with a proactive attitude
• Confident, well-presented and engaging with a personal warmth that engenders mutual respect with staff, parents and visitors
• Flexible and responsive to the needs of the college community and driven to achieve the best outcomes
• Willingness to learn and develop in a supported environment
• Motivated with a “can do” attitude.

Mandatory Criteria

• Current Working with Children Suitability Card or eligibility to obtain same 
• Qualification at certificate level or equivalent knowledge and experience relevant to the position
• Current Driver’s Licence
• Ability to travel from time to time within the Catholic Diocese of Townsville
• Ability to perform the physical requirements of the role in a safe manner

Desirable Criteria

• Windows, Hardware, Security, or other certifications highly desirable
• ITIL v4 qualifications
• Relevant industry experience in the education sector.

Please refer to the Position Description for more information.

Some employees may be subject to pre-employment medical assessments during the selection process. Depending on the nature of the position, it may be necessary for successful applicants to be immunised against certain preventable diseases in order to minimise the risk of transmission.

What we offer
 

• Competitive hourly rate
• Modern facilities and equipment
• Superannuation up to 12.75% employer contribution (if an employee co-contribution is made)
• Access to long service leave after 7 years of continuous service
• 14 Weeks’ Paid Parental Leave
• Deferred Salary Scheme
• Access to corporate health schemes
• Induction and Professional Development opportunities
• Wellbeing programs and initiatives.

Our Organisation

Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos.  We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission. 

How to apply

Click on the link to apply via the Careers page.