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Service Desk Analyst – Torrens University Australia – Auckland City, Auckland


The Service Desk Analyst is liable for delivering 1st Line Desktop Help for all IT associated applied sciences (desktop PC’s, Laptops, AV programs, cellphone programs and so on.) in addition to a mixture of software help in Salesforce and our Studying and Scholar Administration environments.

The target is to make sure the graceful operation for customers (workers, college students, and so on.) by sustaining a wholesome & secure desktop and software setting while delivering an distinctive customer support expertise, rectifying escalated points when crucial and guaranteeing service degree agreements are adhered to.

The Alternative

Right here at Torrens World Schooling Companies, we do issues a little bit otherwise. Our workers and groups thrive on being dynamic, resilient and responsive and this function isn’t any exception. Reporting to the Service Desk Crew Chief you’ll be a part of a crew of passionate workers who’re enjoying their half in ensuring that we’re right here to ship an distinctive studying expertise for college kids.

We’re recruiting for a Full-time Everlasting place based mostly in Auckland .

On a typical day on this function you’ll:

  • Act as level of contact for technical help, delivered by means of head to head, cellphone, distant help and the occasional website go to within the case of a serious incidents

  • Present material experience to make sure tickets are resolved inside agreed SLA’s

  • Guarantee name possession is embraced and provoke drawback escalation when crucial to make sure all service actions are clearly and precisely logged, monitored and up to date

  • Enhance first name decision, handle buyer notion and construct sturdy inner relationships

  • Prioritise, co-ordinate and doc help incidents & requests through the ITSM ticketing system (ServiceNow)

  • Analyse, determine, diagnose and troubleshoot consumer desktop technical points and community faults

  • Guarantee all incidents & requests are logged previous to completion, tickets are to be precisely logged with work notes and determination descriptions hooked up

  • Ship setup and provisioning of kit and functions for “New starters”

  • Provision & terminate accounts , adhering to the SOX compliance necessities

  • Gather tools and keep the asset administration information

  • Take part in creating, reviewing and importing data base articles

  • Actively monitoring and offering suggestions to finish customers for excellent issues

  • Guarantee all computer systems have up-to-date functions

  • Decision of primary Safety associated points

About You

To achieve success on this function you’ll have:

  • Prior expertise in offering technical service desk engineer help

  • Robust time administration, organisational & consideration to element expertise

  • Fast learner with capability to adapt to numerous enterprise wants

  • Confirmed capability to multi-task and handle finish to finish processes

  • Good working data of Finish Consumer IT expertise – PC/Desktop help and LAN

  • Publicity throughout Microsoft & Apple platforms, Audio Visible, managing printer fleets and related applied sciences. Fundamental networking, Energetic Listing, Microsoft certifications desired with any extra certifications considered extremely favourably

  • Glorious customer support expertise, confirmed buyer centered desktop providers functionality. ITIL certification or data of ITIL practices considered favourably

  • ITIL Certification considered favourably, Different IT business certifications considered favourably (MCSE and so on.)

Who’re we?

Working with Media Design Faculty and Torrens World Schooling Companies is all about working alongside over 2,000 professionals enthusiastic about profession and objective. Our workers throughout New Zealand and Australia throughout our campuses and head workplace are united by our central ethos to Be Good – by committing to a greater manner of doing enterprise.

Importantly, we make sure that our folks develop – with ongoing alternatives to be inventive, discover, contribute, construct expertise and attributes, in order that the following chapter is richer and extra productive than ever.

Able to make your distinction?

Be part of the Torrens World Schooling Companies crew

Functions Shut: 9 January 2022

Have questions? Ship them by means of to our pleasant Expertise Acquisition Crew at

Job Reference Quantity: R14897

Please notice: Torrens World Schooling Companies reserves the precise to take away the advert previous to the time limit listed. Functions will likely be reviewed as submitted.

Should you require an affordable lodging to finish our software course of, please contact our Human Sources Division at

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