Help Desk Analyst
IT Support | Customer Experience | Desktop Support | $80K + Super
About the Opportunity
Do you enjoy solving problems, supporting people, and delivering exceptional customer experiences?
As a Help Desk Analyst, you will play a key role in providing first-line IT support to staff and students across Torrens University Australia. This is a hands-on, customer-facing role suited to someone who enjoys helping users resolve technical issues through phone support, remote assistance, and face-to-face service when required.
This role is ideal for someone with IT support experience and strong customer service skills. You may come from an IT help desk, contact centre, customer support, CX, technical support, or service-focused environment where you have supported people through practical problem-solving and clear communication.
You will be part of a collaborative IT team, supporting users with desktop technology, laptops, systems access, software, AV, printers, basic networking, and general troubleshooting.
What’s in it for you
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$80K base salary + super
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Full-time, campus-based role in Sydney
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Opportunity to grow your IT support career in a purpose-led education environment
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A role suited to someone from IT support, help desk, contact centre, customer service, CX, or technical support backgrounds
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Work with a supportive team while helping staff and students have a smooth technology experience
What You’ll Do
You will be the first point of contact for IT support, helping staff and students resolve technical issues while delivering a positive and professional customer experience.
Responsibilities include:
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Provide technical assistance through phone, remote support, face-to-face support, and occasional site-based assistance.
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Support users with desktop PCs, laptops, AV systems, phones, printers, software, and general IT equipment.
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Troubleshoot and resolve user desktop issues, system access problems, basic network faults, and application-related enquiries.
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Log, update, monitor, and resolve incidents and requests through the IT service management system.
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Take ownership of calls and tickets, ensuring users receive clear updates and timely support.
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Escalate complex issues when required while maintaining a strong focus on service levels and customer experience.
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Assist with equipment setup, new starter provisioning, account access, and asset management.
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Support Microsoft Office, Office 365, Active Directory, basic networking, Apple environments, and related technologies.
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Contribute to knowledge base articles and continuous improvement of support processes.
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Build strong relationships with internal users, IT colleagues, and third-party vendors.
Skills & Experience
Must Have
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Experience in IT support, help desk, technical support, desktop support, contact centre, customer support, or CX-focused roles.
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Strong customer service skills with the ability to support users over the phone and face to face.
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Ability to explain technical issues clearly to non-technical users.
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Good troubleshooting and problem-solving skills.
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Strong attention to detail when logging, updating, and resolving support tickets.
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Ability to manage competing priorities in a fast-paced service environment.
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Confidence using Microsoft Office and general desktop technologies.
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A proactive, helpful, and professional approach to customer support.
Nice to Have
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Experience with ITSM systems such as ServiceNow.
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Exposure to Active Directory, Office 365, Exchange, basic networking, or desktop support.
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Experience supporting Apple devices, AV equipment, printers, or user hardware.
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ITIL knowledge or certification.
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Previous experience in higher education, student services, or a campus-based environment.
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Experience from a contact centre or CX role where you handled high volumes of phone-based support.
Location & Working Arrangements
This role is based in Sydney and requires the successful candidate to attend campus on a full-time basis.
How to Apply
Click APPLY to submit your application.
Once you apply, we’ll keep you updated throughout the recruitment process.
Hiring Process
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Application review
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Managers Interviews
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Team Interview
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Reference and background checks
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Offer
Should you have accessibility requirements or needs, please contact [email protected] for confidential support to ensure an equitable, barrier-free application process. We have a Reasonable Adjustment Procedure in place to support you through the recruitment process. You must hold full working rights in Australia without any length of time or hours of work limitation.
About Torrens University Australia
At Torrens University Australia, we’re transforming lives through education. As a Certified B Corporation, we’re committed to making a positive impact by providing industry-relevant education that helps students build meaningful careers.
Our IT team plays an important role in supporting staff and students by ensuring technology is accessible, reliable, and easy to use across our campuses and digital environments.
Our Culture
Our people are passionate about creating exceptional student and staff experiences.
We value collaboration, service, continuous improvement, and practical problem-solving. You’ll be supported to grow your career in an inclusive workplace where your contribution helps people work, study, and succeed.
If you enjoy solving technical problems, supporting people, and delivering great service, we’d love to hear from you.
If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected]
