IT Support Analyst

• 26 days’ annual leave, including 1 for your birthday
• 12-month fixed-term contract located in Sydney, Melbourne, Perth or Brisbane
• Flexibility – work from home and from the office each week
• We value a positive and supportive work environment 

Role 

The IT Support Analyst is responsible for providing exceptional customer service and technical support to ensure the delivery of IT services within the business. Providing effective and timely communication of service outages and restoration updates.

Responsibilities

•  Provide timely and effective Service Desk support to staff and students
• Escalate incidents to the appropriate internal and external teams when necessary
• Ensure that all Incidents, Service Requests and enquiries are logged in the Service Desk ticketing system
• Perform first-level Service Desk analysis, troubleshooting and attempt to fix-on-first, before escalation
• Create and maintain user access as required
• Research and prepare reports on ad-hoc topics as instructed
• Assist with IT projects as and when required
• Identify trends and advise peers and IT Operations Manager of recurring Incidents or user enquiries
• Discuss problems with peers to ensure the most appropriate solution and escalation path
• Promote the effective use of the Service Desk and other technology services
• Some interstate travel to Kaplan sites may be required
• Routine maintenance of all Kaplan PCs, laptops, printers and other peripherals as per the schedule
• Compliance with all company policies and procedures, including WHS legislation requirements
• Ensure as far as is practicable that the workplace, under your control, is safe and without risks to health

  Requirements 

•  Formal qualifications in computing or a business discipline with at least 2 years’ service desk experience, demonstrating excellent analysis and problem assessment skills (essential)
• Strong understanding, experience supporting PC hardware set-up and configuration, Microsoft Windows, Office 365, Citrix and virtual technologies, LAN/WAN environments, VoIP and mobile telephony, MS Hyper-V and MS System Center (essential)
• Strong customer service skills, incorporating excellent telephone manner, verbal and written communication skills (essential)
• Excellent organisational and time management skills, and the ability to work unsupervised
• Excellent documentation skills and attention to detail, maintenance of high-quality documentation
• Current knowledge of IT standards and emerging technologies
• Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware (PCs and monitors) as required
• Skills and hands-on experience supporting Apple MacOS hardware set-up and configuration (desirable)
• ITIL Foundation certification or experience working with Asset, Incident, Change and Problem Management processes (desirable)
• Enthusiasm, with a willingness to learn and a desire for self-improvement

About Us

Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.  

Don’t delay in submitting your application!

Applications close on 16th March 2023. 

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