Senior Service Desk Analyst Job at NSW Government -Department of Education – Wollongong NSW

Ongoing Full-Time

Location: Wollongong

About the Department of Education

The Department of Education is the largest provider of public education in Australia with responsibility for delivering high-quality public education to two-thirds of the NSW student population.

For more information about the Department of Education, please visit NSW Department of Education

EDConnect is the Department’s Shared Service Centre, delivering integrated transactional and advisory

Services (shared services) for the Department. Organisational performance in EDConnect is underpinned by the ‘EDConnect Way’ culture – we keep the customer at the centre of everything we do; we collaborate with and support each other to succeed; we take ownership of our work to ensure a quality outcome is delivered; we communicate transparently and listen actively; and we are accountable to each other to develop and grow.

About the role

The Senior Service Desk Analyst Officer, Clerk Grade 7/8 is responsible for providing ICT Support Services to DOE customers to support business needs via telephone, remote- support tools, web based and other communication channels utilising service management applications and automated call distribution systems. The role contributes to a high performing team environment and displays excellent customer service and continual improvement practices.

Essential requirements of the role

Knowledge of Information Technology Infrastructure Library framework, experience in ICT Customer Support.

Relevant industry experience in a senior ICT support role.

Key knowledge and experience

Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.

About you

To succeed in this role you will have:
Experience in an IT customer service role

Good knowledge of current technologies with the ability to learn and support new technologies

Great communication skills

Demonstrated problem solving skills


Opportunity to make a difference at Department of Education

Flexible work-life balance

Competitive salary

35 hour week

How to apply

When applying you will need to:
Attach a resume (maximum 5 pages) and a cover letter (maximum 3 pages) outlining how you meet the requirements and capabilities of this role as well as providing answers to the 2 pre-screening questions below:

This position is a key leadership role within the EDConnect IT Service Desk, tell us about your experience in leading teams. In particular refer to motivating team members, dealing with unwanted behaviours and making changes within the team’s environment. (300 words maximum)

Provide an overview of a service improvement initiative you have implemented/helped implement which improved the support offered to customers including the benefits of the implementation. (300 words maximum)

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

Closing date: 14 July 2022 at 11:59pm.

For role enquiries please contact Ashlea Gray at [email protected]

COVID-19 Vaccination certification: Under the Direction from the Secretary issued 22 November 2021, all Department of Education corporate staff, early childhood education staff and non-school based staff are required to meet the mandatory double vaccination requirements, or provide a valid medical contraindication certificate, by no later than 30 January 2022 to attend a Department of Education site.

We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team ([email protected]) or visit NSW Department of Education Diversity and Inclusion.”

A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.

About the Company

Company: NSW Government -Department of Education –

Company Location:  Wollongong NSW

Estimated Salary:

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About NSW Government -Department of Education -