Casual Service Desk Analyst

Updated: 2 months ago
Deadline: 14 Feb 2024

Apply now Job no:550338
Work type:Casual
Categories:Information Technology

Casual Hourly Rate: HEW 4 Casual - $46.55 per hour + 11% Superannuation

Employment Type: Casual

Location: Flexible

About the Role: 

The primary purpose of the Casual Service Desk Analyst is to contribute to the overall first point of contact and first point resolution target through the application of best practice processes including the Information Technology Infrastructure Library (ITIL) framework combined with a high level of Information and Communication Technology (ICT) technical and behavioural skills.

To be successful, you’ll have:

  • Demonstrated high-level technical knowledge and the ability to use problem-solving skills in the resolution of customer interactions
  • Excellent written and verbal communication and interpersonal skills
  • Demonstrated ability to explain complex technical matters to customers in easy-to-understand terms
  • Ability to understand and empathise with customers to achieve the desired outcome
  • Ability to develop relationships, work collaboratively in a team, and to provide proactive support for others
  • Strong negotiation and liaison skills
  • Demonstrated ability to develop and communicate work instructions and procedures
  • Ability to work without direct supervision
  • This role requires the incumbent to apply for and maintain a Working With Children Check

Your key responsibilities will be:

  • Responsible for the first contact and first point resolution, recording and tracking of student and staff and Deakin community interactions (including interacting and support of senior executives and council members) and associated records
  • Where first-point resolution is not possible, determine where to escalate an interaction, and provide effective and complete information to the relevant parties regarding the appropriate course of action
  • Provide individual support to students and staff and the Deakin community in the use of ICT equipment, resolution of issues and general information provision in managed and non-managed environments
  • Implement IT Service Desk quality assessment processes and incorporate customer feedback into continuous improvement initiatives
  • Accurately record, track, monitor and assist resolution of incoming Service Desk calls using the appropriate eSolutions processes and escalation paths to achieve the Service Level Agreement

About us:

The flexible learning options we provide our students and our diverse team of professionals and academic experts has enabled us to achieve a 5-star rating by the prestigious university ranking organisation Quacquarelli Symonds. For eight consecutive years, we've achieved the highest level of overall student satisfaction among Victorian universities.

We have a network of campuses, learning centres and research centres across Victoria and corporate offices in Melbourne, China, Indonesia, India and Sri Lanka.  Our online Cloud campus provides more than 13,000 students with access to state-of-the-art digital tools and direct access to world-renowned academics.

As a Victorian university with a global impact, Deakin is translating its research into commercial outcomes that will help drive innovation for Australia’s economy.

Applications for this position close on 14 February 2024. Please submit your updated resume and contact Nick Bassett (Team Leader, Service Desk) on [email protected]  if you have any questions.

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