We're Hiring!

We currently have the opportunity for an experienced Service Desk Analyst to join the Service Desk team on a full time, fixed term basis for 12 months.

In this role, you will provide frontline support by responding to incidents and service requests for a diverse customer group, including students. You will apply your broad technical expertise while gaining exposure to a wide range of technologies and real-world IT challenges. Working within a supportive and inclusive team environment, you will consistently deliver a high standard of customer service.

We are seeking dedicated team members who are available to work 8.5 hour shifts (including breaks) across varying weekdays (no weekend work). Shift start times vary between 8am - 10:30am and finish times vary between 4:30pm - 7pm, shift start and finish times are allocated by a roster. Please only apply if you are available to work full time.

We will also be creating a candidate pool for potential casual opportunities within the team, working the same roster.

About the Role
You will be responsible for:

• Answering phone calls and walk-up interactions to help students and staff to resolve IT incidents or requests.
• Review interactions and log incidents, requests, problems and change tickets and ensure tickets are delegated to the right ITDS teams/individuals for resolution finding. 
• Analyse, evaluate and diagnose technical problems and issues such as installation, maintenance, repair, upgrade, and configuration and troubleshooting of desktops, software, hardware, printers, internet, email, databases, operating systems, and security systems.
• Develop, conduct and provide technical guidance and training in application software and operational procedures to students, teachers and non-teaching staff members 
• Liaise with vendors, suppliers in resolution finding process 

What UTS College has to offer

• Convenient inner-city campus within walking distance to Central Station.
• A diverse workplace with a passion for encouraging and supporting inclusiveness.
• Wellbeing programs including 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

About You

• Experience as a Service Desk Analyst
• Excellent customer service and communication skills   
• Ability to communicate with colleagues and students from varying backgrounds and with various levels IT experience
• Valid NSW Working with Children Check required

Desirable

• Experience with a range of PC software, including Microsoft Office Suite, Microsoft Exchange, Windows 10/11, and macOS
• Knowledge of ITIL or other IT Service Management (ITSM) frameworks 

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.

If this sounds like you, we’d like to hear from you!
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.