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Deakin University aims to be a catalyst for positive change for the individuals and the communities it serves. This will be achieved by ensuring our teaching, research, partnerships and international programs are relevant, innovative and responsive.More...
Geelong Waterfront / Melbourne Burwood Campus
Full-time and continuing
HEW 5 $70,410 + 17% Superannuation
We are currently seeking multiple Service Desk Analysts to deliver a delightful, proactive and personalised customer experience and ensuring customers are matched to the technology solutions that optimise business outcomes. You will be the 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.
A key focus of the role will be identification and development of zero-level support opportunities to empower customer self-care and decrease reactive support requirements.
Your key responsibilities will include, and not limited to:
As 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.
Determining escalations where possible and providing effective and complete information to the relevant parties regarding the appropriate course of action.
Providing 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.
Maintaining up to date knowledge and documentation associated with ICT and eSolutions processes and procedures.
Implementing 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.
Coordinating the provision of quality documentation and support processes for the IT Service Desk, including the regular update of the telephone message of the day.
Working with other areas of eSolutions to identify trends in Service Desk enquiries and interactions that may relate to an underlying problem and develop strategies to resolve them, increasing the resolution of customer interactions at first point of contact.
Identifying repeatable service calls and regularly reviewing the effectiveness of Service Desk processes.
To be successful, you’ll have:
Relevant tertiary qualification in the Information Technology field.
IT Help desk, Service Desk or Call Centre experience, working in a dynamic team environment.
Formal IT accreditation such as: Microsoft Certified Professional (MCP), Information Technology Infrastructure Library (ITIL) certification would be highly desirable.
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.
Demonstrated ability to develop and communicate work instructions and procedures.
Employment experience in Higher Education or other large organisation is highly preferred.
For a copy of the position description, please see below:
Download File Service Desk Analyst.pdf
Applications for this position close on 24 February 2021.
This role requires the incumbent to apply for and maintain a Working with Children Check (refer to Deakin’s Recruitment Procedure for further details).
Please submit your updated resume and a short cover letter outlining your skills and experience for this role.
Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak: https://covid19.homeaffairs.gov.au/
Are You Ready?
Deakin is a Victorian university with a global impact. We are an agile, dynamic and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.
We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.
We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all cultures, sexual orientation, and genders.
Advertised: 10 Feb 2021 AUS Eastern Daylight Time
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