Casual Hourly Rate: Casual HEW 4 ($48.41 per hour + 11% superannuation)

Employment Type: Casual 

Location: Flexible

About the Role: 

Deakin University is looking for Service Desk Analysts who will be responsible for first point resolution of information and communication technology (ICT) related customer interactions reported by staff and students contacting the IT Service Desk. This position’s prime contact is through its many contact channels that include but is not limited to face-to-face, web, social media and telephone. We are looking for someone who can apply best practice processes including the Information Technology Infrastructure Library (ITIL) framework combined with a high level of Information and Communication Technology (ICT) technical and excellent customer service experience.

To be successful, you'll have:

- Demonstrated high-level technical knowledge and the ability to use well-rounded problem-solving skills in the resolution of customer interactions including software, hardware, communications and networks with the aim to resolve within service level agreement and to meet customer satisfaction.

- IT Help Desk, Service Desk or Call Centre experience.

- Excellent written and verbal communication and interpersonal skills.

- You are patient and supportive by nature and support our customers to adopt new technologies and ways of working.

- An ability to rapidly self-learn, adapt, test, integrate and apply new or modern technologies, methodologies and workflows (software and hardware)

- Ability to work without direct supervision.

- Engaging successfully with other support functions in the coordination of incident resolution activities.

- This role requires the incumbent to apply for and maintain a Working With Children Check. 

Your key responsibilities will be to:

- 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.

- Managing customer expectation by ensuring the user is kept up to date on the status of ticket and escalating to leadership when customers are unhappy with timeframes.

- Implement IT Service Desk quality assessment processes and incorporate customer feedback into continuous improvement initiatives.

- Produce and update documentation in support of day-to-day Service Desk operations.

Please submit your updated resume and 1 page cover letter. Applications for this position close on 18th of November 2024.