Casual Hourly Rate: Casual HEW 4 ($48.41 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:

You will have enjoy assisting others and love all thing tech! Ideally you will bring to the team the below capabilities and Personal Attributes:

• 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

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
• 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

Additional requirements: 

• The role requires the incumbent to apply for and maintain a Working with Children
  Check.

Please submit your updated resume and 1 page cover letter. Applications for this position close on 16/03/2025.