IT Support Analyst

• 26 days’ annual leave, including 1 for your birthday
• Flexibility – work from home and from the office each week
• We value a positive and supportive work environment

• Provide timely and effective Service Desk support to staff and students
• Escalate incidents to the appropriate internal and external teams when necessary
• Ensure that all Incidents, Service Requests and enquiries are logged in the Service Desk ticketing system
• Perform first-level Service Desk analysis, troubleshooting and attempt to fix-on-first, before escalation
• Create and maintain user access as required
• Research and prepare reports on ad-hoc topics as instructed
• Assist with IT projects as and when required
• Identify trends and advise peers and IT Operations Manager of recurring Incidents or user enquiries
• Discuss problems with peers to ensure the most appropriate solution and escalation path
• Promote the effective use of the Service Desk and other technology services
• Some interstate travel to Kaplan sites may be required
• Routine maintenance of all Kaplan PCs, laptops, printers and other peripherals as per the schedule
• Compliance with all company policies and procedures, including WHS legislation requirements
• Ensure as far as is practicable that the workplace, under your control, is safe and without risks to health
• Ensure calls and tickets are resolved/followed up in accordance with SLAs and customer expectations are managed
• Create and maintain documentation in the Service Desk knowledge base as required

• Formal qualifications in computing or a business discipline with at least 3 years service desk experience, demonstrating excellent analysis and problem assessment skills (essential)
• Strong understanding, skills, and hands-on experience with PC hardware set-up and configuration Office 365, Azure AD, Sharepoint Online, Exchange, Windows Server, SCCM Cloud technologies (AWS/Azure) On-prem hardware (Servers, switching, routing) Zoom, Adobe suite, IP/Cloud telephony (New Voice Media) Citrix and virtual technologies, LAN/WAN environments, VoIP and mobile telephony (essential)
• Strong customer service skills, incorporating excellent telephone manner, verbal and written communication skills (essential)
• Excellent organisational and time management skills, and the ability to work unsupervised
• Excellent documentation skills and attention to detail, maintenance of high-quality documentation
• Current knowledge of IT standards and emerging technologies
• Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware (PCs and monitors) as required
• Experience with Cisco/Meraki network infrastructure (Layer 2 Switching). (desirable)
• ITIL foundation qualifications (desirable)
• Enthusiasm, with a willingness to learn and a desire for self-improvement

• Australia - Please note that we will handle your personal information in accordance with our

Kaplan International Pathways