Information Technologist: Help Desk (HEO 5)

Updated: 22 days ago
Location: Adelaide, SOUTH AUSTRALIA
Deadline: 04 Oct 2021

  • Based in Information Strategy and Technology Services (ISTS) at the Mawson Lakes campus
  • Full-time, continuing position
  • Commencement Salary: $71,205 per annum (plus 17% superannuation)

About the Role

This is an outstanding opportunity for an Information Technologist professional to join UniSA’s progressive Information Strategy and Technology Services (ISTS) team, in a crucial customer centric help desk. Information Strategy and Technology Services has a commitment to staff development and provides a professional environment in which to work.

As IT Help Desk, you will be the first point of contact for IT, audio visual and VoIP based telephony and mobile device support for staff and students across the University. You will play a vital role in resolving issues at the first contact by using use your broad technical knowledge, experience and analytical skills. You will build effective working relationships with all ISTS Teams, and Units and external ICT suppliers to ensure that customers receive prompt and quality service.

About UniSA

The University of South Australia is Australia’s University of Enterprise. Our culture of innovation is anchored around global and national links to academic, research and industry partners. Our graduates are the new urban professionals, global citizens at ease with the world and ready to create and respond to change. Our research is inventive and adventurous and we create new knowledge that is central to global economic and social prosperity.

Core Responsibilities

  • Respond promptly and professionally to incident reports and service requests received via telephone, email, self-service and the Marval Service Desk
  • Identify and resolve incidents and service requests utilising the skills and experience equivalent of an IT Support Officer
  • Record incident and technical details of all calls in Marval Service Desk database and maintain other information in the databases
  • Assign incidents to an appropriate person, group or organisation when unable to resolve at first point of contact
  • Keep abreast of new technologies and trends in information technology and telecommunications within a University environment

Essential Skills and Experience

  • Demonstrated skills in supporting Windows based desktop systems and local applications, use of networked resources, telephony facilities, audio visual equipment and corporate applications in a complex networked environment
  • Ability to use a wide range of technical diagnostic tools and to assimilate information from automated monitoring systems to analyse and resolve incidents
  • Demonstrate an understanding of, and commitment to, a high level of customer service
  • Ability to record, analyse and resolve incidents and service requests
  • Relevant tertiary qualifications or specialist training and extensive experience in the diagnosis and resolution of technical problems


Getting a great job working with the best is just the start. UniSA rewards its staff with a wide variety of benefits such as:

  • Access to great personal development opportunities
  • Generous superannuation contributions of 17%
  • Flexible working conditions
  • Employee assistance and development programs


As a University of Enterprise, we offer a dynamic and agile workplace culture, one that embraces challenges and thrives on breaking new ground. Our staff are creative and innovative thinkers, communicating with clarity, conviction and enthusiasm. We embrace diversity and inclusion in a vibrant, engaging environment. Our people are authentic, resilient, and influential, and we deliver results.

How to Apply

For a copy of the position description and to apply, please visit Working at UniSA . The online application form will list the specific selection criteria that you need to address.

Please address your cover letter to Jessica Frisari, Recruitment Consultant. For further information about the position or the recruitment process, please contact UniSA Recruitment Central on +61 8 8302 1700 or via email at using job reference number 3351.

Applications close: 11.30pm Monday 4 October 2021

Applications welcomed from Australian or NZ citizens, Australian permanent residents and those who have the legal right to work in Australia for the term of appointment.

CLICK HERE to access a copy of the Position Description Opens in new window

Applications must be lodged online, please note UniSA does not accept applications via email.

UniSA is committed to developing a diverse workforce and a constructive enterprising culture in which everyone can thrive.

For further support, contact Recruitment Central on +61 8 8302 1700 or email and you will receive a response within one working day.

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