Requirements Overview Adelaide based customer is seeking an IT Service Desk Analyst to work closely with subject matter experts, vendors, specialist, and colleagues to provide predominantly level 1 and 1.5 support to university staff, students, and affiliates. The role requires strong technical troubleshooting skills to identify and investigate reported IT issues. You will provide front-line IT support through phone calls, live chat, and self-service tickets, helping users on Windows, macOS systems, mobile devices, SOE, and personal devices. Analysts will access and follow specialist knowledge within the Service Management platform (ServiceNow) to support issue resolution and, where appropriate, escalate more complex Level 2 and 3 issues to the relevant technology owners. The role requires a high level of autonomy and adherence to escalation processes. Due to the University merger, we are seeking additional resources for our AU IT Service Desk to cover key operational periods between 8am-6pm weekdays due to the large scale of technology changes to prepare for the new University. We are looking for candidates that can provide excellent customer service and work under pressure to handle support calls and enable the new IT experience on behalf of Adelaide University. We will be seeking six (6) Service Desk Analysts and one (1) Senior Service Desk analyst to enable our hypercare support Key Skills • Technical Proficiency • Customer Service • IT Service Management • IT Operations • Collaboration and Stakeholder Engagement • Knowledge Management • Document Sharing • Commitment to Continuous Learning • Excellent Written and Verbal Communication skills Key Qualifications • ITILv4 Foundation, CompTIA A+, Microsoft/Apple certifications (desired) • Diploma or tertiary qualifications in IT or related discipline