Service Desk Analyst

About the Opportunity

Do you enjoy solving problems, supporting people, and delivering exceptional customer experiences? As a Help Desk Analyst, you will play a key role in providing first-line IT support to staff and students across Torrens University Australia. This is a hands on, customer facing role for someone who enjoys helping users resolve technical issues through phone support, remote assistance, and face to face service when required. It is ideal for someone with IT support experience and strong customer service skills.

What's in It for You

• $80,000 base salary + super
• Full time, campus based role in Sydney
• Opportunity to grow your IT support career in a purpose led education environment
• A role suited to people from IT support, help desk, contact centre, customer service, CX, or technical support backgrounds
• Work with a supportive team while helping staff and students have a smooth technology experience

What You'll Do

You will be the first point of contact for IT support, helping staff and students resolve technical issues while delivering a positive and professional customer experience.

• Provide technical assistance through phone, remote support, face to face support, and occasional site based assistance
• Support users with desktop PCs, laptops, AV systems, phones, printers, software, and general IT equipment
• Troubleshoot and resolve user desktop issues, system access problems, basic network faults, and application related enquiries
• Log, update, monitor, and resolve incidents and requests through the IT service management system
• Take ownership of calls and tickets, ensuring users receive clear updates and timely support
• Escalate complex issues when required while maintaining a strong focus on service levels and customer experience
• Assist with equipment setup, new starter provisioning, account access, and asset management
• Support Microsoft Office, Office365, Active Directory, basic networking, Apple environments, and related technologies
• Contribute to knowledge base articles and continuous improvement of support processes
• Build strong relationships with internal users, IT colleagues, and third party vendors

Skills & Experience Must Have

• Experience in IT support, help desk, technical support, desktop support, contact centre, customer support, or CX focused roles
• Strong customer service skills with the ability to support users over the phone and face to face
• Ability to explain technical issues clearly to non technical users
• Good troubleshooting and problem solving skills
• Strong attention to detail when logging, updating, and resolving support tickets
• Ability to manage competing priorities in a fast paced service environment
• Confidence using Microsoft Office and general desktop technologies
• A proactive, helpful, and professional approach to customer support

Nice to Have

• Experience with ITSM systems such as ServiceNow
• Exposure to Active Directory, Office365, Exchange, basic networking, or desktop support
• Experience supporting Apple devices, AV equipment, printers, or user hardware
• ITIL knowledge or certification
• Previous experience in higher education, student services, or a campus based environment
• Experience from a contact centre or CX role where you handled high volumes of phone based support

Location & Working Arrangements

This role is based in Sydney and requires the successful candidate to attend campus on a full time basis.

Accessibility & Reasonable Accommodation

If you require accessibility requirements or needs, please contact for confidential support to ensure an equitable, barrier free application process. We have a Reasonable Adjustment Procedure in place to support you through the recruitment process.

Legal Notice

You must hold full working rights in Australia without any length of time or hours of work limitation.