Service Centre Technical Analyst

About the role

The Service Centre Technical Analyst provides responsive, customer‑focused first and second level ICT support to staff and students across Melbourne Polytechnic. Working within the ICT Service Centre, you will assist via telephone, remote tools, onsite visits and walk‑up desks, covering endpoint devices, classroom technology and video‑conferencing systems.

Key responsibilities

• Deliver first and second level support across multiple channels, diagnosing and resolving incidents and service requests.
• Record, categorise and document all activities in the ITSM system while keeping users informed.
• Identify recurring issues, support problem management, root‑cause analysis and develop practical work‑arounds.
• Provide onsite and remote assistance for endpoint computing, teaching technologies and meeting space equipment across campuses.
• Contribute to ITIL‑aligned processes including Incident, Problem, Change and Knowledge Management.

Required profile

• Proven experience in a Service Desk or comparable ICT support environment.
• Strong analytical and problem‑solving abilities with sound technical judgement.
• Ability to work independently and collaboratively, managing competing priorities.
• Excellent communication skills for both technical and non‑technical audiences.

Required skills

• IT Service Management (ITSM) tools and processes.
• ITIL framework knowledge (Request, Incident, Problem, Change Management).
• Support of endpoint computing hardware and software.
• Experience with classroom, teaching, video‑conferencing and meeting‑space technologies.

What we offer

• Competitive salary of $78,792 per annum plus superannuation.
• Full‑time permanent position with flexible work arrangements where applicable.
• Supportive, collaborative team environment within a values‑driven organisation.
• Opportunities to work across diverse programs and continuous improvement initiatives.