UTS 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. Our purpose is to provide the best available opportunity for students to develop the knowledge, skills & attributes they need to attain their goals through market leading courses, teaching excellence and an emphasis on the student experience.We currently have the opportunity for a Service Desk Analyst to join the ITDS Service Desk team on a casual basis, reporting to the ITDS Service Desk Team Leader.This role will service incidents & requests for a range of customers, using broad technical ability.About the RoleThis position is responsible for:Answering phone calls and walk-up interactions to help students and staff to resolve IT incidents or requests.Reviewing interactions and logging incidents, requests, problems and change tickets, ensuring tickets are delegated to the right ITDS teams/individuals for resolution.Assisting in troubleshooting, diagnosing, testing, and resolving system problems and issues.Developing, conducting, and providing technical guidance and training in application software and operational procedures to students, teachers and non-teaching staff members.Liaising with vendors and suppliers in the resolution finding process.Analysing, evaluating and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade, and configuration of desktops, software, hardware, printers, internet, email, databases, operating systems, and security systems.About YouTo succeed in this role you must have:Higher School Certificate or equivalent.Experience using a variety of PC software, including Microsoft Office Suite, Microsoft Exchange, Windows 10, 11, and Mac.Prior experience in a direct customer service role on an IT Service Desk.Knowledge of ITIL or other IT Service Management (ITSM) frameworks.Excellent customer service ethic and telephone manner.Excellent communication and listening skills along with good written communication skills and fast typing skills.Ability to communicate with people who have English as their second language.What UTS College has to offerA flexible work environment, including 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, 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.Additional paid leave over the December end of year holidays.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!Applications close 4 April 2025.For more information about UTS College visit utscollege.edu.au.Please note that we are unable to provide visa sponsorship, and candidates are required to have full working rights for this position.
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