Service Desk Analyst

at  Chisholm Institute

As a Service Desk Analyst, your key responsibilities include:

• Providing front-line service to staff and students with responsibility for resolving incidents and service requests, or escalating to appropriate areas, to meet standards
• Informing customers regarding current or expected service disruptions to ensure minimal impact on business functioning
• Monitoring systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption
• Assisting with ensuring Standard Operating Environment (SOE) is used and updated on all Institute equipment to provide maximum service, appropriate use, and best functioning
• Providing assistance to various projects as required to ensure on-time delivery and meeting of customer service expectations.

ABOUT US

Chisholm is one of the largest vocational training providers in the state with a team of over 1,400 dedicated staff supporting 41,000 students who choose to study at Chisholm and training at our modern campuses across Melbourne’s southeast and online. We partner with governments, educational institutes, and businesses worldwide, sharing our expertise in vocational education.
We offer over 400 courses that include nationally accredited pathways from secondary school programs and short courses, through to certificates, diplomas, and degrees.
At Chisholm, we embrace differences in gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation. We know that diversity and inclusion help us to attract, recruit, engage and retain a team of talented people.
To learn more about Chisholm click here!

QUALIFICATIONS REQUIRED FOR THE ROLE:

• degree or relevant postgraduate qualifications in Information Systems, Information Technology, Computing or Business or an equivalent combination of relevant skills and experience
• Information Technology Infrastructure (ITIL) foundation Certification is desirable.

As a Service Desk Analyst, your key responsibilities include:

• Providing front-line service to staff and students with responsibility for resolving incidents and service requests, or escalating to appropriate areas, to meet standards
• Informing customers regarding current or expected service disruptions to ensure minimal impact on business functioning
• Monitoring systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption
• Assisting with ensuring Standard Operating Environment (SOE) is used and updated on all Institute equipment to provide maximum service, appropriate use, and best functioning
• Providing assistance to various projects as required to ensure on-time delivery and meeting of customer service expectations