Service Team Analyst

An excellent opportunity is available for a Service Team Analyst to join the Information Technology Services department at Australia’s pre-eminent biomedical research institute. About the Position The Service Team Analyst will contribute to the timely, effective first level support of services that are managed, hosted, or provided by the Information Technology Services (ITS) Department at the Institute. Support the objectives of the Service and ITS Team, implementing, administering, and supporting helpdesk, workshop, computers, instruments, printers, and AV operations, as directed by the Service Team Leader. Use technical skills and knowledge to ensure assigned tasks are completed satisfactorily, consistent with ITS standards and policies and in a timely manner consistent with Service Level Agreement requirements. Contribute to achieving high user satisfaction through attention to timely and professional communication and a service- focused approach. This is an onsite role at our Parkville Campus but may also involve visits to our other campuses in the city, Bundoora, and Kew. Selection Criteria Essential Knowledge and Skills: Tertiary Qualification in Information Systems or a related discipline Proven strong customer service skills and experience of working in a customer service role. Experience and understanding of using a helpdesk/ticketing system such as Freshservice. Demonstrated experience in setting up and operating of Audio and Video equipment . Sound knowledge of Microsoft Systems such as Outlook, Excel, Word, PowerPoint, Teams, Sharepoint/OneDrive etc. Experience and knowledge of Mac/Windows Operating systems, IOS and Android devices Excellent interpersonal and written communication skills. Excellent organisational and task management skills. Desirable Knowledge and Skills: Knowledge and experience of python language and Unix commands is desirable. Personal Qualities: Excellent analytical and critical thinking skills, including the ability to investigate complex and ill-defined problems and develop appropriate responses by creating or adapting and testing alternative solutions. Excellent interpersonal and communication skills. Adaptability. The ability to effectively manage several competing priorities simultaneously and conduct non-routine tasks under limited direction from senior staff. Ability to work as part of a team, working collaboratively with shared purpose to contribute to problem solving and creative solutions. Terms of Appointment This position is ongoing role in a full time capacity. Salary is Professional Services Employee Level 4 ($70,802 to $75,145). Up to 17% superannuation and very attractive salary packaging options are available. A position description is available here . How to Apply Please apply by uploading your CV, cover letter and a separate document addressing the key selection criteria in pdf format. To be considered for this role, you must have full Australian working rights. Application Closing Date: 30 January 2024

About Us

WEHI’s commitment to diversity and inclusion At WEHI we strive to foster a flexible working environment that encourages individual differences and promotes collaboration and creativity. We recognise that talent does not sit within a single identifiable group in our society and that WEHI’s ability to shape contemporary scientific thinking and deliver leading professional services relies on a diversity of thought within our organisation. Our action to promote gender equality has been recognised with an Athena SWAN Bronze Award from Science in Australia Gender Equity (SAGE) and we offer a range of support for women researchers . Our commitment to celebrating diversity and addressing inequities is further demonstrated through our Diversity and Inclusion Strategy, Gender Action Plan, Reconciliation Action Plan and our WE-Pride network for LGBTQIA+ staff and students. We actively encourage applications from, people with a disability, culturally, religiously and linguistically diverse people and people with diverse genders and sexualities. Should you require support during the recruitment process due to special needs or consideration, please contact the People and Culture team . WEHI’s commitment to Indigenous employment WEHI is working to create a future where Aboriginal and Torres Strait Islander peoples will be engaged at the scientific frontier, making exciting discoveries and decisions about the future of health in this country, and part of a leading professional services workforce supporting the realisation of these discoveries. We are committed to creating a culturally safe workplace and offering career development and leadership opportunities to First Nations staff and students. We strongly encourage any Aboriginal and Torres Strait Islander peoples to apply. #J-18808-Ljbffr