Analyst (Service Desk)

Job no:513302
Work type:full time
Location:Crawley
Categories:Information Technology

University IT

• Hybrid Working model
• Work with a high performing team passionate about customer service
• Two full-time, ongoing appointments
• Salary range: Level 5: $73,982.00 - $81,999 plus 17% superannuation OR Level 6: $84,665 - $89,477 plus 17% superannuation

The University of Western Australia (UWA) is ranked amongst the top 100 universities in the world and a member of the prestigious Australian Group of Eight research-intensive universities.  With an enviable research track record, vibrant campus and working environments, supported by the freedom to ‘innovate and inspire’ there is no better time to join Western Australia’s top University. 

About the team

UWA is making significant investments in the Information and Technology Services to enable its strategic direction and goals.  UWA is also looking to utilise technology advancements to expand its services and create new and innovative teaching and research models.

Robust, flexible, integrated and agile enterprise architecture, information and technology services are vital to enabling the university strategic objectives

About the opportunity  

As the appointee, you will be responsible for being the first point of contact for all IT related queries at UWA, responding to incoming incidents/requests providing high quality technical support and customer service. In line with IT service level agreements and ensuring customer satisfaction.

You will provide IT support to all end-users at UWA resolving IT issues for commonly used computing platforms including desktops, laptops, mobile devices, AV/video conferencing equipment and peripherals, software packages and operating systems including support for teaching and research solutions.

To be considered for this role, you will demonstrate: 

• Relevant tertiary qualification or demonstrated equivalent competency
• Considerable relevant experience in a customer service role with a mature approach to work
• Experience in providing IT support and troubleshooting for teaching and/or research solutions and applications would be advantageous
• Experience in ITIL request fulfilment, incident and problem resolution and management
• Proficiency in a range of computing skills including word processing, spreadsheets, databases, internet and email
• Proficiency in a range of contemporary computing platforms, operating systems, applications and systems, including those typical to the higher education sector
• Ability to communicate well and work with competing priorities whilst always remaining fully customer focused
• Commitment to providing a high level of quality customer service
• ITIL certification or experience in a similar role is desirable
• Working knowledge of the Higher Education sector is desirable

About your application  

Full details of the position's responsibilities and the selection criteria are outlined in the position description:  Position Description - Analyst (Service Desk).rtf

The content of your Resume and Cover Letter should demonstrate how you meet the selection criteria.

Closing date: 11:55 PM AWST on Wednesday 7th December 2022

Application Details : Please apply online via the Apply Now button.

This position is only open to applicants with relevant rights to work in Australia.

Our commitment to inclusion and diversity

UWA is committed to a diverse workforce and an equitable and inclusive workplace.  We celebrate difference and believe diversity is fundamental to achieving our goals as a globally recognised Top 100 educational and research institution.  We are committed to creating a safe work environment for Aboriginal and Torres Strait Islander people, women, people from culturally and linguistically diverse backgrounds, the LGBTIQA+ community and people living with disability.

• We have a globally competitive, gender neutral parental leave policy with 26 weeks paid leave after 12 months service and 36 weeks after 5 years.
• We have on-campus childcare facilities for child 6 weeks to kindy.
• We facilitate flexible working, with part-time and job-sharing arrangements considered.
• We have an ongoing partnership with Pride in Diversity and were recently awarded a Bronze Employer status for LGBTIQA+ inclusion.
• We have Athena SWAN Bronze accreditation and actively work to improve gender equity. 

Should you have any queries relating to your application, please contact the individual named in the advertisement. Alternatively, contact the Talent team at talent-hr@uwa.edu.au with details of your query. To enable a quick response, please include the 6-digit job reference number and a member of the team will respond to your enquiry.

Advertised:30 Nov 2022 W. Australia Standard Time
Applications close:07 Dec 2022 11:55 PM W. Australia Standard Time