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Service Desk Analyst

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Swinburne University

Join Swinburne in a dynamic service focused IT support role, HEW 6, $77,616 - $83,686 + 17% Super, Full-time, Ongoing, Hawthorn Campus.
About Swinburne
Swinburne is a progressive university that aims to increase Australia’s capacity in science, technology and innovation as the drivers of modern, internationalised economies and workplaces. Our university is focused on high-impact global research, high-quality teaching and active engagement with both industry and the community.

About the job
An exciting opportunity has now arisen within the IT Service Desk team for a Service Desk Analyst to provide 1st level support by triaging and resolving incidents reported by students and staff when technology issues are encountered.

You will support the Service Desk Manager identify opportunities to continuously improve service delivery, working collaboratively with IT support teams to optimize efficiency of incident resolution and problem management. This position is responsible for delivering a high standard of customer service and working with stakeholders to ensure recognition of, and responsiveness to, the needs of internal and external clients.

Furthermore, this role will be expected to operate a roster to support the University inside and outside normal business hours. Shift allowance will be paid according to the University agreements.

Swinburne IT

As a thought leader within the University, Swinburne IT identifies opportunities for information technology to simplify, automate and transform the way Swinburne works. Swinburne IT delivers real value to the University by maximising its return on investments in technology.

About you
To be successful in the role, you will have:

  • Proven experience in a Service Desk operation
  • Demonstrable customer focus bias with a track record for delivering service improvements
  • Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations

A full list of the selection criteria is available within the position description


  • Onsite health services
  • Salary package your car parking, superannuation and vehicle lease plans - It can help you get the most value from what you earn
  • Hawthorn Aquatic and Leisure Centre (HALC) discounted memberships

Discover more discounts when you start at Swinburne. Receive movie tickets and staff membership options at the Swinburne bookshop. There's news subscriptions and computer and software discounts on offer.

Further information, contacts and support
To start an application click on apply at the bottom of this page and submit a resume, cover letter and response to the Key Selection Criteria, as listed in the Position Description.

Please do not email or send paper applications, all applications must be submitted online.

Applications close at: 5pm, Friday 4th January 2019

02/01/2019 $0 CBD & Inner Suburbs Melbourne Australia 1 Information & Communication Technology
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