IT Service Desk Analyst

Job Description

Candidates must:

• Commit to safeguarding and promoting student wellbeing and maintaining appropriate professional boundaries.
• Hold, or be eligible to obtain, a current Working with Vulnerable People (WWVP) Clearance.
• Demonstrate experience in a service desk, help desk or customer support environment.
• Demonstrate working knowledge of Microsoft Windows 11, macOS and iOS.
• Demonstrate working knowledge of Microsoft 365 applications and services.
• Experience using an IT service management or ticketing platform to log, track and resolve work.
• Demonstrate strong problem-solving skills, including diagnosis of complex technical issues and appropriate escalation where required.
• Experience with hardware and software fault diagnosis and repair.
• Be willing to provide support for College events and requirements, which may involve out of hours work.
• Provide clear, patient guidance to users of varying technical confidence and maintain a strong customer service focus.
• Maintain accurate records, asset information, knowledge articles and technical documentation.
• Demonstrate excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Effectively manage competing priorities and work both independently and collaboratively within a team.
• Demonstrate an awareness of cyber security practices, including the ability to recognise and escalate phishing attempts, suspicious account activity and potential device compromises.
• Be willing to provide support for College events and requirements, which may involve out of hours work.
• Support Radford College’s strategic priorities and uphold the College values of Truth, Compassion and Wisdom.

Qualifications/Experience  

• Experience in a service desk, help desk or customer support environment.
• Certificate III or Certificate IV in Information Technology, or equivalent demonstrated experience.
• Demonstrated working knowledge of Microsoft Windows 11, macOS and iOS.
• Working knowledge of Microsoft 365 applications and services.
• Experience with hardware and software fault diagnosis and repair.
• Experience using an IT service management or ticketing platform to log, track and resolve work.

PERSONAL SKILLS AND ATTRIBUTES

• Genuine commitment to customer service and user support.
• Strong problem-solving and diagnostic skills, with the ability to exercise sound judgement.
• Ability to communicate clearly with users of all technical abilities.
• Professional telephone, written and interpersonal communication skills.
• Strong organisation skills and ability to prioritise competing demands.
• Ability to work independently with minimal supervision.
• Strong attention to detail and accurate record keeping.
• Collaborative approach to teamwork and knowledge sharing.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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