Helpdesk Analyst Melbourne Archdiocese Catholic Schools location Melbourne.

At Melbourne Archdiocese Catholic Schools Ltd (MACS) we envision every student to be inspired and enabled to flourish and enrich the world. MACS is the largest Catholic school system in Australia.

We own, govern and operate approximately 300 Catholic schools, employ over 16,000 staff and serve more than 112,000 students and their families in the Archdiocese of Melbourne. It is an exciting time to join MACS, where we are transforming to bring to life our recently launched strategic plan: MACS 2030: forming lives to enrich the world.

Why work for us professional development opportunities with a defined personalised annual budget. Access to flexible working arrangements, which include working from home arrangements. You will work in a tight-knit, supportive team to ensure you succeed in your role.

Your role you’ll provide quality customer focused service and support a significant number of internal and external groups including our schools including excellent customer focused services, creating, and maintaining helpdesk support documentation and workflows/processes and contributing to the continuous improvement of all services provided by service desk team.

What you will do provide and coordinate technical and ICON support desk services. Perform level 1 support, diagnosis and troubleshooting on technical issues for MACS & Victorian Catholic school’s staff.

Participate in preparation and maintaining accurate records and documentation of user guides and standard operating procedures. Maintain incidents, problems and service requests ensuring timely delivery and keeping customers informed of progress. Processing customer phone calls and Tickets/Emails using Ivanti / ITSM software.

What you will do provide and coordinate technical and ICON support desk services. Perform level 1 support, diagnosis and troubleshooting on technical issues for MACS & Victorian Catholic school’s staff.

Participate in preparation and maintaining accurate records and documentation of user guides and standard operating procedures. Maintain incidents, problems and service requests ensuring timely delivery and keeping customers informed of progress. Processing customer phone calls and Tickets/Emails using Ivanti / ITSM software.

About you ability to handle functional queries, work effectively as part of a functional support team and communicate effectively to staff within MACS, other Catholic Education Offices, and schools about functional queries.

Excellent written and verbal presentation skills including the ability to prepare fault reports, documenting incidents and problems for internal and external consumption in a timely manner.

Aalytical and problem-solving skills with the ability to initiate practical solutions. Previous experience with servicing computer desktop, laptops, printers and MS servers, VPN, Active Directory, Printing, Exchange, and client tools.

Must hold or be willing to acquire a Working with Children check and National Police certificate/undergo a criminal records check. Current full driver’s license and personal motor vehicle.