IT Service Desk Analyst

Radford College is an Anglican co-educational day school, committed to fostering global citizens by inspiring students from Pre-K to Year 12 to make good choices, self-regulate and be resilient as the foundations for academic success. The College is located in the suburb of Bruce, in Canberra.

IT Service Desk Analyst

Permanent | Full-Time | Year-Round | Commencing ASAP

The opportunity

Suitably experienced and qualified applicants are invited to apply for a permanent full-time IT Service Desk Analyst role working with the End User Services section of our IT Department. This position is required to work 5 days per week, year-round with onsite attendance required.

About the role

Exhibiting professionalism, initiative, and a commitment to excellence, the IT Service Desk Analyst is the primary point of contact for technology and troubleshooting support, whilst contributing to service improvement and the effective use of classroom and event audio visual technology.

Demonstrating a high degree of initiative and ability to work independently, the IT Service Desk Analyst will also enjoy working collaboratively within a team. Opportunities to be involved in project work or develop technical skills in other areas of IT such as infrastructure, cyber security and applications will also be available in the future.

Working at Radford College

At Radford College, we believe that effective teaching is supported by a strong team of dedicated professionals who enable teachers and students to thrive. The IT Service Desk Analyst plays an important role in supporting staff, students and our community to access and effectively use College ICT resources, systems and platforms, supporting our goal of providing students with a holistic and inspiring education, that enables them to reach their full potential.

Radford College is committed to safeguarding and promoting the safety, welfare and wellbeing of children and young people. The successful applicant will be required to comply with the College's Child Protection and Safeguarding policies, procedures and satisfy all relevant child protection screening requirements. Radford College expects all staff to actively contribute to a child-safe culture and to uphold their responsibilities in creating an environment where all children and young people are safe, respected and heard.

Why choose Radford?

As well as supporting and enabling staff to achieve their potential, Radford College offers:    

·         A vibrant and rewarding place in which to work

·         Professional Learning financial support

·         Salary Continuance Insurance

·         Discounted school fees for eligible employees

·         Employee wellbeing initiatives – EAP program, access to gym facilities and group fitness classes

·         Generous Superannuation after qualifying period

·         Salary Sacrificing

·         Excellent resources and grounds

·         Free onsite parking

·         Electric Vehicle charging stations

For further information, please visit the Employment page on our Website.

About you

The successful candidate will be a confident self-starter, who enjoys building relationships with a range of stakeholders, possess excellent communication and organisation skills, and can be relied upon to work autonomously.

Candidates must:

• Commit to safeguarding and promoting student wellbeing and maintaining appropriate professional boundaries.

• Hold, or be eligible to obtain, a current Working with Vulnerable People (WWVP) Clearance.

• Demonstrate experience in a service desk, help desk or customer support environment.

• Demonstrate working knowledge of Microsoft Windows 11, macOS and iOS.

• Demonstrate working knowledge of Microsoft 365 applications and services.

• Experience using an IT service management or ticketing platform to log, track and resolve work.

• Demonstrate strong problem-solving skills, including diagnosis of complex technical issues and appropriate escalation where required.

• Experience with hardware and software fault diagnosis and repair.

• Be willing to provide support for College events and requirements, which may involve out of hours work.

• Provide clear, patient guidance to users of varying technical confidence and maintain a strong customer service focus.

• Maintain accurate records, asset information, knowledge articles and technical documentation.

• Demonstrate excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Effectively manage competing priorities and work both independently and collaboratively within a team.

• Demonstrate an awareness of cyber security practices, including the ability to recognise and escalate phishing attempts, suspicious account activity and potential device compromises.

• Be willing to provide support for College events and requirements, which may involve out of hours work.

• Support Radford College's strategic priorities and uphold the College values of Truth, Compassion and Wisdom.

Qualifications/Experience  

• Experience in a service desk, help desk or customer support environment.

• Certificate III or Certificate IV in Information Technology, or equivalent demonstrated experience.

• Demonstrated working knowledge of Microsoft Windows 11, macOS and iOS.

• Working knowledge of Microsoft 365 applications and services.

• Experience with hardware and software fault diagnosis and repair.

• Experience using an IT service management or ticketing platform to log, track and resolve work.

PERSONAL SKILLS AND ATTRIBUTES

• Genuine commitment to customer service and user support.

• Strong problem-solving and diagnostic skills, with the ability to exercise sound judgement.

• Ability to communicate clearly with users of all technical abilities.

• Professional telephone, written and interpersonal communication skills.

• Strong organisation skills and ability to prioritise competing demands.

• Ability to work independently with minimal supervision.

• Strong attention to detail and accurate record keeping.

• Collaborative approach to teamwork and knowledge sharing.

• Commitment to ongoing professional development

How to Apply

Interested candidates are required to submit the following with their application:

1.    A one-page pitch, covering both of the following points:

• Why you are well suited to this position, with reference to the duty statement

• An example of a time you dealt with a difficult customer or user. Describe what happened, what you did, and how it was resolved
  

2.    A current CV which includes two referees, of no more than four pages, demonstrating how your skills, qualifications and experience align with the opportunity.

Details about this position and other information can be found on the Employment page on the College Website,

If you have further enquiries regarding this position, please contact Human Resources at recruitment@radford.act.edu.au.

Applications will be assessed as received, and should be addressed to:

The Principal
email: recruitment@radford.act.edu.au

Please note only candidates who have addressed all application requirements will be considered.

Applicants will be subject to employment screening and will be required to provide a current ACT Working with Vulnerable People card prior to commencing employment.