Service Desk Analyst

Description:

The position works within a busy call environment, where you will provide the first point of contact for all students and staff, responding and triaging technical support requests. The role(s) require the ability to understand incidents and requests, problem solve in a timely manner ‘query in - action out’ and escalate where necessary to appropriate areas whilst ensuring a good customer service experience and meeting customer expectations.

Reporting to the Team Leader, Service Desk this position will work as part of the IT Services and Support team in the Customer Experience Services Hub.

The Service desk analyst, with a high level of Information and Communication Technology (ICT) knowledge and behavioural skills will be contributing to the application of best practice processes including the Information Technology Infrastructure Library (ITIL) framework.

The position supports customers through strategic and operational changes made to IT Services and also provides technical support and fault diagnosis and/or resolution within various Teaching and Learning Spaces, peripherals and personal devices.

Your key responsibilities will include:

• Providing individual support and a positive customer experience to students, staff and people and the Deakin community in the use of ICT equipment, resolution of issues and general information provision in managed and non-managed environments
• Creating practical, simple and accessible solutions to problems after considering multiple perspectives
• Consulting with available sources to gather relevant information and seek the expertise and advice of other people as appropriate
• Clarifying expectations and respond promptly to client requests, queries, or complaints to ensure client needs are met to agreed standards and timelines
• Presenting information in a clear, structured, concise and tailored way by focusing on key messages and check that messages are understood and meet audience needs
• Communicate with confidence using examples and the most appropriate influencing technique for a given situation to increase understanding and support

To be successful, you’ll have:

• Completion of a Degree or Diploma in a computer related discipline with relevant work experience or a certificate level qualification with post- certificate relevant work experience
• Customer service and problem-solving experience, preferably in a large organisation, call centre or Help Desk environment
• Ability to communicate technical information in an easy-to-understand way, with clear, friendly and helpful communication skills, both written and verbal
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care