Service Desk Analyst

Overview

Navitas is a leading global education provider that has helped generations of learners transform their lives through education. The Navitas portfolio employs over 5000 staff and supports over 60,000 students and encompasses a broad selection of partners, locations, and opportunities, including university pathway programs, English language qualifications, employment training, creative media training, and more.

Job Description

Responsibilities

• Provide timely and effective first and second level advice and support to clients by monitoring, receiving and responding to service desk requests.
• Logging, categorizing and prioritizing requests and incidents.
• Investigating and troubleshooting basic level faults.
• Escalating faults to other technical teams as appropriate.
• Aiming to meet and exceed required SLAs.
• Work efficiently and effectively when following agreed Service Desk processes.

Contribute to the administration and maintenance of IT systems

• Contributing to the maintenance of the business internal knowledge base by providing insight and analyse trends for service improvement.
• Creating and updating relevant documentation.
• Undertaking project involvement where possible and contribute to advancement of technology within Navitas.

Contribute to the professional standing of Navitas IT

• Developing and maintaining effective relationships with staff and third parties.
• Applying outstanding communication skills to provide excellent service.
• Dealing promptly and effectively with staff, other divisions and third parties on all information management and technology related matters.
• Willingly take on any other reasonable tasks and responsibilities that may arise.

Contributes to the maintenance of a safe working environment

• Maintaining local workplaces that are safe and without risk to health.
• Ensuring relevant occupational health and safety regulations are complied with at local workplaces.

Qualifications

Essential:

• Previous experience in an IT Technical Support role
• Diploma or equivalent in an IT-related field
• Experience with Windows 10/11, MacOS, iOS, Windows Server, Active Directory, Office 365, Exchange
• TCP/IP networking knowledge
• ITIL Foundation awareness
• Ability to resolve IT issues over the phone
• Experience with a ticket logging system
• Exceptional customer service and communication skills
• Ability to work well under pressure
• Quick Learner

Desirable:

• Experience with PowerShell scripting
• Experience with Jira Automation

Additional Information

What we can offer

• We offer careers across our global operations.
• We recognise and reward.
• We understand the importance of showing appreciation.
• We care for you. We offer a range of employee benefits, support to help you be your best, and flexibility, to help us all thrive.
• Navitas is where work has meaning. Our impact is far-reaching – we create lasting legacies for students and communities.
• Access to LinkedIn Learning for your development.

Diversity, Equity and Inclusion

• At Navitas we promote and embrace an inclusive and diverse workforce. We believe equality, flexibility, and diversity deliver a rich collaborative environment. We strive to ensure that all our staff – no matter where they are from or who they are – feel safe, supported, and given opportunities to thrive.
• We encourage applications from candidates with disabilities, of all ages and genders, First Nations and Indigenous peoples, and people of diverse community groups.

How to Apply

Applications are assessed upon receipt. To view other opportunities, please visit navitas.com/careers.

All applicants must have full working rights within Australia to be considered. Successful candidates depending on their role may be, required to provide a Working with Children Check and undergo a Police Check.