Service Analyst, IT
Description
Service Analyst, IT
Based at our Sydney Campus
Full-time Continuing Opportunity
- Join a national university committed to excellence in education, scholarship and research.
- Supportive Staff and work environment
- HEW Level 5 $82,366 to $90,579 pa + 13.75% superannuation
ABOUT THE UNIVERSITY
The University of Notre Dame Australia is a private Catholic University with over 1,000 permanent staff providing an exceptional educational experience to over 12,000 students across our Fremantle, Broome, and Sydney campuses, as well as clinical schools in Victoria and New South Wales.
ABOUT THE OFFICE
The Information Technology Office plays an integral role in the success of the University ensuring the national provision of technology solutions that enable Learning & Teaching, Research and Administration across our University.
The Information Technology Office embeds an operating model with a view to enabling a greater level of engagement across the University, proactively serving as trusted advisors in the identification and prioritisation of continuous improvement initiatives and the delivery of digital technology change, whilst ensuring the ongoing availability of the IT environment.
ABOUT THE ROLE
The Service Analyst is responsible for providing first and second level support to University customers and stakeholders across a range of digital services including, but not limited to, device computing, desktop software, web applications, audio visual technology, and connectivity and collaboration tools.
Key Responsibilities
- Utilise technical knowledge and policy to triage help desk requests for immediate solution or forwarding to more senior staff
- Provide a high level of support and advice to the staff and students of the University, using judgement and initiative to solve the diverse range of problems
- Develop policy, systems and procedures to streamline help desk activities
- Provide reporting and proactively recommend enhancements or modifications based on help desk feedback to senior staff for evaluation and possible implementation.
- Administer computer account systems, including but not limited to creation, deletion, access permissions, and allocation of resources.
- Perform day-to-day maintenance of computer laboratories, computer equipment, printers and associated peripheral equipment.
- Provide end-users training in the form of one-on-one sessions as required.
- Provide consultancy advice to staff and students regarding resources available to meet their needs
- Develop online resources to inform new staff of the systems available and how to start using them
- Participate in project work as requested
- Provide general end-user support to students and staff as required
Qualifications, skills & experience
- Relevant tertiary qualifications in Information Technology or related discipline or extensive experience as an IT service and support technician in a complex organisational environment
- Demonstrated ability to support a diverse range of business applications and services, including but not limited to Office365, Email, Windows, Mac, Zoom, Teams.
- Proven knowledge and understanding of the ITIL framework
- Strong critical thinking and problem-solving ability with outcome focused solutions.
- Highly developed verbal and written communication skills with the ability to build credibility and consistently demonstrate professionalism.
- Demonstrated ability to utilise service management tools such as ServiceNow and Remedy
- Demonstrated ability to work flexibly, apply problem solving skill and apply initiative.
- The ability to work effectively both autonomously and as a member of a multidisciplinary team
BENEFITS
- Generous training and development opportunities
- Friendly and collaborative working environment
- Fast paced environment with opportunity for professional growth
CONTACT US
Please apply online with a resume and cover letter addressing the above selection criteria to enable us to assess your suitability for the role.
Applications close: 26 May 2024
HOW TO APPLY
For further information on how to apply, please visit: www.notredame.edu.au/about/employment/how-to-apply
Aboriginal and Torres Strait Islander people are encouraged to apply.
The University of Notre Dame Australia seeks to increase the diversity of our workforce to better meet the different needs of the University and its stakeholders and to improve equal opportunity outcomes for our staff.