6-months plus possible extension

Onsite role for first 6 months

Higher-education

Our customer is seeking a proactive and customer-focused Service Desk Analyst with experience in enterprise environments. This is a full-time, office-based role for the first six months, after which hybrid working arrangements may be considered based on performance.

You’ll be the first point of contact for IT support, handling service requests via phone, live chat, and ServiceNow. Your responsibilities will include both remote service desk support and onsite assistance through the university's Walk-Up support area—a designated location on campus where students and staff receive face-to-face technical help. While Walk Up support is rostered and not required every week, there is scope to gain more experience in this area if desired.

Key Responsibilities:

Provide first-level IT support across Windows, macOS, and mobile devices.

Handle technical support requests through ServiceNow, calls, and live chat.

Deliver onsite support to staff and students via the Walk Up support service.

Troubleshoot issues with hardware, software, and network connectivity.

Communicate technical solutions clearly to non-technical users.

Collaborate within a high-performing team and rotate through scheduled support rosters.

Key Skills & Experience:

Proficient with both Windows and macOS (strong preference for macOS experience).

Experience with Active Directory, Office 365, and general network troubleshooting.

Familiarity with ITIL processes and ITSM tools – ServiceNow highly desirable.

Strong customer service and problem-solving skills.

Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.

Desirable:

Previous experience in a Service Desk or customer service role in a large corporate or educational environment.

Bachelor's degree in Information Technology or a related field.

Personal Attributes:

Strong time management and ability to meet deadlines.

Reliable, punctual, and team-oriented.

Confident in making decisions and taking ownership of issues.

Demonstrates initiative and a commitment to continuous improvement.

Able to adapt to changing priorities in a fast-paced environment.

Special Conditions:

7.5-hour working day / 40-hour work week

Timesheets must be submitted weekly.

Full-time onsite for 6 months

Ref: ASWA113162