Service Desk Analyst - Information Technology Services
Job Id :A084-8115-73189758
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Chisholm Institute

  • Full time
  • Dandenong VIC, Australia

Job Summary: Dandenong VIC

Job Details: You will be accountable for providing technical support to internal customers, supporting day to day operations of the service desk functions and incident management processes consistent with service level agreements.

The position will accurately diagnose, record, prioritise and assign incidents in order to provide the best possible outcome for the customer.

The position is a key resource in the Services Team of the Information Technology Solutions (ITS) area providing specialist skills in the area of customer service, problem identification and response, incident management across all corporate systems and environments utilised by the Institute.

Your key accountabilities will be to:

Provide front line service to Institute staff and students with responsibility for resolving incidents and service requests, or escalating these to appropriate areas, to meet standards contained in Service Level Agreements (SLAs)
Monitor systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption and impact before these become apparent
Assist with ensuring standard Operating Environment (SOE) is used and updated on all Institute equipment to provide maximum service, appropriate use, and best functioning
Provide assistance to various projects as required to ensure on time delivery and meeting of customer service expectations
Train Institute staff on new hardware and software products as these are installed and implemented to ensure best use of capabilities by the business.


You will have a degree or relevant post graduate qualifications in Information Systems, Information Technology, Computing or Business or an equivalent combination of relevant skills and experience.

Crucial to your success will be your proven track record in a range of technical problem analysis, change and incident management techniques and processes for a range of hardware, software and enterprise systems. You will have a strong understanding of WAN/LAN architecture, desktop phone systems and VOIP set up (preferably CISCO) as well as the operation of various devices such as smartphones and tablets.

You will be an exceptional communicator and possess advanced problem solving skills with excellent attention to detail. Along with your excellent customer service skills you also have the ability to multi task effectively and be action orientated and result focused.

Aboriginal and Torres Strait Islander people are encouraged to apply.


At Chisholm, we embrace differences in gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation. We know that diversity and inclusion helps us to attract, recruit, engage and retain a team of talented people. If you require specific support to apply for this position, please advise the recruiting manager whose contact details are listed in the advertisement. We will work with you to identify the best way to assist you.


Applications for this position close 9am Monday 18th November 2019

Applications should include:

a covering letter
curriculum vitae
contact details of three (3) referees

Appointment to this position is subject to satisfactory completion of Safety Screening requirements including but not limited to:

valid Employee Working With Children Check
National Police Check
International Police Check (if applicable)
verification of unrestricted work rights in Australia, eg citizenship, passport or birth certificate
certified copies of qualifications

If you have any questions regarding the position or require further information please contact Nancy McKenzie-Smith, Information Technology Services on +61 03 9212 5484.

Chisholm Institute reserves the right to withdraw an advertised position at any stage.

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