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• Employment Type: full time continuing role as a IT Service Centre Analyst
• Starting salary $100354 plus 17% superannuation
• Location: UNSW Kensington Campus (Hybrid Working Opportunities)

About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The IT Service Centre Analyst will provide a Single Point of Contact (SPOC) for all UNSW staff and students for IT services. The role encompasses providing first and second level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures. The IT Service Centre Specialist will resolve the majority of complex incidents/requests received, with more complex issues escalated as required. The role represents UNSW IT and as such must operate in a professional manner whilst applying best practice in all work undertaken, keeping the customer at the forefront. The incumbent will be required to support the IT Service Management framework and to maintain exceptional customer service. The IT Service Centre is the central support point for UNSW-wide IT services and operates from 8:00 am to 8:00 pm Monday to Friday, and 11:00 am to 3:00 pm Saturday on a rostered basis. This role may be located in one of the IT Hubs across the Kensington or Paddington campuses or in the central IT Service Centre. It is expected that this role will be rostered on rotating shifts to cover the IT Service Centre operating hours. If the hours of operation change then the IT Service Centre staff member may be required to work those hours under a rostered situation. This role will report into the Service Centre Team Leader.

Accountabilities:

• Provide level 1 and level 2 support when required for all IT related incidents and requests
• Provide level 1 support for administration functions of the IT Service Centre relating to exchange administration, Enterprise systems access etc when required.
• Actively support the IT Service Centre team leaders across all areas of operations such as the IT Service Centre Hubs, process improvement and knowledge / training management.
• Log, respond to and resolve tickets in a professional and timely manner with an emphasis on high quality customer service and first call resolution.
• Create Knowledge Articles and provide updates for the IT Service Centre Knowledge Base for identifying solutions, work- arounds and known errors.
• Monitor and action incoming incident/requests and assist with queue and ticket management activity across our IT Service Centre queues in accordance with SLA, and policies and procedures to ensure Customer Satisfaction is achieved.
• Actively promote customer satisfaction program ie Net promoter score.
• Assist users in troubleshooting computer problems (such as MS office, VPN software, web-based applications, Windows/Mac operating systems and wireless) following best practices. In complex cases, escalating to the appropriate resolver group.
• Accurately record all customer incidents/requests in the IT Service Management tool.
• Provide a single point of contact for all customers through a variety of channels including but not limited to, telephone, email and face to face.
• Excellent verbal and written communication skills in providing technical instructions, advising and consulting over all communication channels.
• Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
•  Develop and revise training materials including guides, knowledge base articles, quick reference sheets and support scripts for the IT Service Centre
• Provide mentoring, training, support and technical assistance to team members or new team members.
• Provide specialised and elevated technical assistance and support to customers. Responsible for taking control of and resolving complex technical and escalated customer incidents/requests.
• Leading projects within the IT Service Centre and liaising with IT and non-IT units.
• Escalate issues to the Incident/Problem Manager and/or Service Centre Team Leader.
• Identify improvement opportunities or performance issues that impact customer service and achievement of SLA's
• Align with and actively demonstrate the UNSW Values in Action: Our Behaviours and the UNSW Code of Conduct.
• Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.

Skills and Experience:

• Diploma or higher in a relevant area of study and minimum of 24 months experience working within an IT Service Desk, preferably in a large organisation with a high volume of work.
• ITIL Foundations certification.
• Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high quality services to its customers.
• Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms
• Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.
• Demonstrated problem solving skills and ability in handling difficult customer interactions while maintaining high level of customer satisfaction.
• Demonstrated experience with high level technical troubleshooting with Microsoft Windows 7, 8.1, 10 and Macintosh Operating Systems as well as VPN, Wireless and Active Directory.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.

 To Apply: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience outlined above and in the position description.

More Information: visit https://www.jobs.unsw.edu.au/

Contact

Jen MacLachlan, email: j.maclachlan@unsw.edu.au

Applications close:  5th of March 2025 at 11.30pm

Benefits and Culture

• Flexible hybrid working
• Additional 3 days of leave over the Christmas Period
• Access to lifelong learning and career development
• Progressive HR practices
• Discounts and entitlements 

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.