Service Desk Analyst

Hawthorn, Australia
04 Oct 2018
End of advertisement period
17 Oct 2018
Contract Type
Full Time
  • Join Swinburne in a dynamic service focused IT support role
  • HEW 6, $77,616 - $83,686 + 17% Super
  • Full-time, Ongoing, Hawthorn Campus

About Swinburne

Swinburne is a progressive university that aims to increase Australia’s capacity in science, technology and innovation as the drivers of modern, internationalised economies and workplaces. Our university is focused on high-impact global research, high-quality teaching and active engagement with both industry and the community.

About the job

An exciting opportunity has now arisen within the IT Service Desk team for a Service Desk Analyst to provide 1st level support by triaging and resolving incidents reported by students and staff when technology issues are encountered. 

You will support the Service Desk Manager identify opportunities to continuously improve service delivery, working collaboratively with IT support teams to optimize efficiency of incident resolution and problem management. This position is responsible for delivering a high standard of customer service and working with stakeholders to ensure recognition of, and responsiveness to, the needs of internal and external clients. 

Furthermore, this role will be expected to operate a roster to support the University inside and outside normal business hours. Shift allowance will be paid according to the University agreements. 

Swinburne IT

As a thought leader within the University, Swinburne IT identifies opportunities for information technology to simplify, automate and transform the way Swinburne works. Swinburne IT delivers real value to the University by maximising its return on investments in technology.

About you

To be successful in the role, you will have:

  • Proven experience in a Service Desk operation
  • Demonstrable customer focus bias with a track record for delivering service improvements
  • Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations

A full list of the selection criteria is available within the position description


  • Onsite health services
  • Salary package your car parking, superannuation and vehicle lease plans - It can help you get the most value from what you earn
  • Hawthorn Aquatic and Leisure Centre (HALC) discounted memberships

Discover more discounts when you start at Swinburne. Receive movie tickets and staff membership options at the Swinburne bookshop. There's news subscriptions and computer and software discounts on offer. 

To find out more about the extensive benefits offered to Swinburne employees please visit:

Further information, contacts and support

To start an application click on apply at the bottom of this page and submit a resume, cover letter and response to the Key Selection Criteria, as listed in the Position Description.

Please do not email or send paper applications, all applications must be submitted online.

For further information about the position, please contact Michelle Koci on +61 3 9214 4760 or email at

If you are experiencing technical difficulties with your application, please contact the Recruitment team on +61 3 9214 8600 (option 2).

Should you require further support for an interview due to special needs or consideration, please contact our Diversity Consultant, Dr. Walter Robles, on For support or queries related to Aboriginal and Torres Strait Islander employment, please contact

Applications close at: 5 pm, Wednesday 17th October 2018

For further details on How to Apply, including Hints & Tips, please refer to our Frequently Asked Questions section.