We're Hiring!

We currently have the opportunity for a Service Desk Analyst to join the Service Desk team on a casual basis, reporting to the ITDS Service Desk Team Leader.

You will respond to incidents and requests for a range of customers, using broad technical ability, whilst gaining exposure to a wide range of technologies and real-world IT challenges within a supportive team.

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. 
• Assist in troubleshooting, diagnosing, testing, and resolving system problems and issues 
• 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 
• 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.

About You
To succeed in this role you must have:

• Higher School Certificate or equivalent  
• Excellent customer service ethic and telephone manner  
• Excellent communication and listening skills along with good written communication skills.
• Ability to communicate with colleagues and students from varying backgrounds and with various levels IT experience

Desirable

• Experience with a range of PC software, including Microsoft Office Suite, Microsoft Exchange, Windows 10/11, and macOS.
• Previous experience in a direct customer service role on an IT Service Desk environment. 
• 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.

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

If this sounds like you, we’d like to hear from you!
Applications close 24 August 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.