Service Desk Analyst

About the Role
As the Service Desk Analyst, you will provide onsite, phone and remote support services, responding to and resolving daily issues concerning software and hardware operation requests from students and staff across the university. Core to the role is delivering customer service to a high standard and working with stakeholders to appropriately recognise and respond to their needs.

This position reports to the Service Desk, IT Support Team Lead in the Digital Workplace Experience team of the Information Technology department.

About You
To be suitable for this role you will need to have experience in the below key accountabilities:

• Proven experience in a Service Desk operation.
• Excellent oral and written communication skills, including the ability to write high quality reports, and present information to technical and non-technical stakeholders.
• Demonstrable customer focus bias with a track record for delivering service improvements.
• Proven problem-solving skills including recognising, investigating and presenting recommendations.
• Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations.

Qualifications

• A degree level qualification in information technology, information systems, or relevant work experience.

About Swinburne University of Technology
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship, and proud of it. We are committed to a differentiated university proposition in education and research, so that:

• Every Swinburne learner gets a work experience
• Every Swinburne graduate gets a job
• Every Swinburne partner gets a tech solution
• Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply
Please submit your CV and cover letter addressing why you believe you are suitable for this position.

For further information about this role and to review the position description; please click 'apply' or click onto it at the bottom of the advert.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on staffrecruitment@swin.edu.au

Applications Close: Thursday, 14th July 2022 at 5pm.

Swinburne offers flexible working options, leave and parenting/carer policies to support work life balance. 

Diversity and Inclusion
Swinburne is a large and culturally diverse organisation and we are proud of our commitment to equity and inclusion through key initiatives. For further information on all our initiatives visit our equity and diversity website

We welcome and encourage applicants from diverse backgrounds to apply.

We are committed to making the recruitment process fair and equitable for all our candidates. If you have specific accessibility or support requirements please contact Maree Norden, Diversity & Inclusion Manager at inclusion@swin.edu.au

Aboriginal and Torres Strait Islander
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

For any support please contact our Aboriginal Employment Coordinator at DeadlyCareers@swin.edu.au or for more information on our Indigenous strategies please follow the link to our RAP Reconciliation Action Plan

Vaccination Requirements
Orders from Victoria’s Minister for Health require all Swinburne workers to be fully vaccinated against COVID-19, unless they are an Excepted Person as defined by the Pandemic COVID-19 Mandatory Vaccination (Specified Workers) 2021 Order (No. 1). All applicants must therefore be able to comply with this requirement.

We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant.

#LI-SW