Company Description

About Western Sydney University
Western Sydney University is a modern, forward-thinking, research-led institution at the heart of Australia’s fastest-growing and most economically significant region. With 11 campuses across Sydney and international locations in Vietnam and Indonesia—plus planned expansion in India—it serves nearly 50,000 students, 3,500 staff, and a global network of over 200,000 alumni. Ranked in the top 2% of universities worldwide, over 85% of its assessed research is rated ‘World Standard’ or above. The University is ranked #1 globally and nationally in the Times Higher Education University Impact Rankings (2022-2025) for its commitment to the United Nations’ Sustainable Development Goals.

Job Description

• 2x Full-time, ongoing positions based at the NSW Police Academy in Goulburn
• Remuneration: HEW Level 5 $99,521 to $112,546 p.a. including 17% Super & leave Loading
• Be the go-to IT support for students and staff at the NSW Police Academy
• Work in a fast-paced, frontline IT role where your technical troubleshooting helps keep teaching, learning, and administration running smoothly

About the Opportunity
Western Sydney University is seeking two skilled and service-driven IT Support Analysts to join our team at the NSW Police Academy in Goulburn, working in close partnership with the NSW Police Force.

These full-time, ongoing roles are critical to delivering efficient, high-quality IT support services Western Sydney University students at the NSW Police Academy (the “Academy”). You will ensure the smooth operation of campus-based ICT resources, including computer labs, teaching spaces, audio-visual equipment, office technology, and printers.

As the first point of contact for IT issues, you’ll provide support across multiple channels including phone, remote access, chat, and in-person, offering timely, accurate, and empathetic solutions. Your work will directly support the academic experience and success of future policing professionals in a complex and high-impact environment.

Key Responsibilities
As an IT Support Analyst, you will be responsible for:

• Delivering responsive, multi-channel IT support, resolving incidents and requests at first contact where possible.
• Supporting and maintaining campus IT equipment, systems, and applications across teaching, learning, and administrative environments.
• Providing clear technical guidance and customer service to students and staff.
• Liaising with service partners, vendors, and stakeholders to escalate and resolve issues as needed.
• Monitoring compliance with policies and processes, maintaining accurate service records.
• Contributing to continuous service improvements and team collaboration.

This role requires flexibility to work on a rotating roster covering 8am–8pm (Monday to Friday) and 9am–5pm (weekends) to meet operational needs.

For further information, please refer to the Position Description linked here: IT Support Analyst - NSW Police Academy - Position Description

Location
This position is based at the NSW Police Academy in Goulburn, however travel to other campuses of Western Sydney University may be required.

About You
You are a proactive IT support professional who thrives on problem-solving and delivering exceptional service. You will bring:

• A qualification in a relevant field (e.g. ICT user support, IT technician etc.) or Microsoft
• A relevant qualification (e.g. ICT user support, IT technician) or equivalent experience/accreditation such as Microsoft Technology Associate (MTA).
• Proficiency in using common desktop software and web-based applications.
• A sound understanding of IT Service Management practices, including incident, request, problem, and change management as defined under the ITIL framework.
• Strong communication skills and a customer-first mindset.
• A collaborative approach to problem-solving, with the ability to escalate when appropriate but focused on first-contact resolution.
• Excellent communication skills and a passion for delivering positive user experiences.

Pre-Employment Requirements
The successful applicant will be required to:

• Complete and obtain approval via the NSW Police Force Professional Suitability Application Form, and
• Obtain and maintain a Baseline National Security Clearance, as required by the NSW Police Academy.

These are mandatory conditions to be considered for this role, as required by the NSW Police Force.

Be the Tech Backbone of Tomorrow’s Police Force. Help us deliver reliable, responsive, and impactful IT support in a unique learning environment. With two roles available, now’s the time to join a team that makes a real difference every day.

How to apply
Submit your application online, including:

• A cover letter (maximum two pages) outlining your suitability for the role, specifically addressing the ‘Qualifications, Experience and Skills’ detailed in the position description.
• A copy of your resume.

Closing Date: 8:30pm, Thursday 11th September 2025.

Remuneration Package: HEW Level 5 $99,521 to $112,546 p.a. (comprising Salary of $84,096 to $95,103 p.a., plus Superannuation and Leave Loading).

Position Enquiries: Please direct enquires about the role to Professor Adam Possamai, Deputy Dean - School of Social Sciences, via email [email protected].

Recruitment Enquiries: Specific enquiries or issues with your application may be directed to Tiana Woodward, Senior Advisor Talent Acquisition, via email [email protected].

Working Rights in Australia - Eligibility
Visa sponsorship is not available for this position. You must provide evidence of your full-time working rights in Australia at time of application.

Please note, only those applications submitted via the WSU online recruitment system will be accepted.