* Employment Type: Full Time, 2-year fixed term role as an Analyst within IT Services
* Broad banded role level 6/7 - starting salary $103866 plus generous 17% super!
* Location: Kensington campus in NSW (Hybrid Flexible Working)
About UNSW:
UNSW IT is part of UNSW’s Operations Division and provides high quality, sustainable, flexible products and state-of-the-art technology services to UNSW. Our priorities are to drive innovative architectures that enable UNSW’s digital future and be a trusted partner of the University.
The Analyst will provide a Point of Contact for UNSW staff for IT services within their team’s specified domain. The role encompasses providing second and third level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures. The Analyst will assist with the majority of incidents/requests received, with more complex issues escalated as required. The role represents UNSW IT and as such must operate in a professional manner whilst applying best practice in all work undertaken, keeping the customer at the forefront. The incumbent will be required to support the IT Service Management framework and to maintain exceptional customer service. This role will report into the Technology Manager.
Specific accountabilities for this role include:
o Provide second and third level support for IT support related incidents and requests within their team’s specified domain, depending on the nature of the matter.
o Log, triage and respond to and resolve tickets in a professional and timely manner with an emphasis on high quality customer service and first call resolution.
o Provide updates and identify solutions, work-arounds and known errors.
o Monitor and action incoming incident/requests and assist with queue management activity across their team’s Service Centre queues in accordance with SLA, and policies and procedures to ensure Customer Satisfaction is achieved.
o Assist users in troubleshooting system problems following best practices. In complex cases, escalating to the appropriate resolver group.
o Accurately record all customer incidents/requests in the IT Service Management tool.
o Provide a point of contact for all customers through a variety of channels including, but not limited to, telephone and email.
o Excellent verbal and written communication skills in providing technical instructions, advising and consulting over all communication channels.
o Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
o Develop and revise training materials including guides, knowledge base articles, quick reference sheets and support scripts for their team’s specified domain.
o Participate in training, as well as support and advise team members.
o Provide specialized assistance to support customers. Be responsible for taking control of and resolving incidents/requests and escalated customer incidents/requests.
Your skills and experience:
For level 7
o Provide functional level 2 and 3 support to system and process owners on business processes, implement functionality, and business system capabilities.
o Identify improvement opportunities or performance issues that impact customer service and achievement of SLA's.
o Proactively identify complex risks and issues, work with the team to ensure appropriate solutions are in place.
o Excellent analytical and problem-solving skills and proven capacity to exercise initiative, flexibility and to be proactive in development of robust solutions to problems.
o Demonstrated ability to analyse complex environments and key issues and develop detailed recommendations and solutions for stakeholders.
o Proven commitment to customer focused and outcome focused solutions that mobilise strategic outcomes quickly.
o Experience in CASD, ServiceNow or similar service management tool and hands on experience in JIRA, Sharepoint, Excel Macro, SQL and Power BI are desirable [JK1] .
o Excellent written and verbal communication skills and the ability to liaise effectively with all levels of internal and external stakeholders.
o Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
For level 6
o Diploma or higher in a relevant area of study and minimum of 12 months’ experience working within an IT Service Desk, preferably in a large organization with a high volume of work.
o ITIL Foundations certification desirable.
o Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high quality services to its customers.
o Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms.
o Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.
o Demonstrated experience with high level troubleshooting with applications.
o Experience in CASD, ServiceNow or similar service management tool and hands on experience with JIRA, Sharepoint, Excel Macro, SQL and Power BI are desirable.
o An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
o Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training
Benefits and Culture
o Flexible Working Options (work from home, flexible hours etc)
o Career development opportunities
o 17% Superannuation contributions and additional leave loading payments
o Additional 3 days of leave over Christmas period
o Discounts and entitlements (retail, education, fitness)
For further details on the benefits, please visit
How to Apply: please apply through the portal, we would like you to submit a full application including resume and addressing the who you are section.
Applications close : Sunday 31 st of August 2025 at 11.30pm
Get in touch
Jen MacLachlan, Talent Acquisition – UNSW IT
j.maclachlan@unsw.edu.au
Please apply through the application portal and not via the contact above.
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.