First listed on: 01 May 2024

Service Desk Analyst

Chisholm is seeking an experienced Service Desk Analyst for our Service, Delivery & Planning business area.


Chisholm is resolutely diverse and supports applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility, to ensure we can attract the best candidates and accommodate individual needs and working arrangements, even in ways we have not thought of. Our merit-based recruitment practices are founded on building diversity by fostering an inclusive, flexible, and equitable workplace. 


As a Service Desk Analyst, your key responsibilities include:

  • Providing front-line service to staff and students with responsibility for resolving incidents and service requests, or escalating to appropriate areas, to meet standards
  • Informing customers regarding current or expected service disruptions to ensure minimal impact on business functioning
  • Monitoring systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption
  • Assisting with ensuring Standard Operating Environment (SOE) is used and updated on all Institute equipment to provide maximum service, appropriate use, and best functioning
  • Providing assistance to various projects as required to ensure on-time delivery and meeting of customer service expectations.


You are a highly motivated individual with well-developed skills in:

  • Experience in a range of technical problem analysis, change and incident management techniques and processes for a range of hardware, software and enterprise systems
  • Demonstrated capability to meet delivery targets within a commercial environment with good time management and prioritisation skills
  • Understanding of the operation of various devices including smartphones and tablets
  • Understanding of Wide and Local Area Networks (WAN/LAN) architecture
  • Understanding of desktop phone systems and VOIP phone setup, preferably CISCO
  • A good understanding of information technology as it applies to modern audio-visual, video conferencing and control systems
  • Excellent written and oral communication skills used in delivering high levels of customer service.

Qualifications required for the role:

  • degree or relevant postgraduate qualifications in Information Systems, Information Technology, Computing or Business or an equivalent combination of relevant skills and experience
  • Information Technology Infrastructure (ITIL) foundation Certification is desirable.


Chisholm is one of the largest vocational training providers in the state with a team of over 1,400 dedicated staff supporting 41,000 students who choose to study at Chisholm and training at our modern campuses across Melbourne’s southeast and online.  We partner with governments, educational institutes, and businesses worldwide, sharing our expertise in vocational education.

We offer over 400 courses that include nationally accredited pathways from secondary school programs and short courses, through to certificates, diplomas, and degrees.

At Chisholm, we embrace differences in gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation. We know that diversity and inclusion help us to attract, recruit, engage and retain a team of talented people.

To learn more about Chisholm click here!


  • An Inclusive work culture- Chisholm is resolutely diverse. We celebrate our people’s unique contributions to achieving our ambition to transform lives through relevant and responsive high-quality education.
  • Professional Development- continue to grow your career as you nurture your students
  • Networking Opportunities with Industry Partners
  • State of the art facilities on our campuses
  • Free on-site parking as well as locations close to public transport
  • Free Employee Assistance Program- get the support you want. Its confidential.

If this is the job for you, please apply now. We look forward to receiving your application!

Important information about your application:

Your application should include:

  • a cover letter
  • your resume
  • contact details of three (3) referees.

Please note, appointment to this position is subject to satisfactory completion of Safety Screening requirements including:

  • Certified copies of all qualifications and transcripts as listed on resume
  • Current & Valid Working with Children Check (Employee and not Volunteer)
  • Certified copy of unrestricted rights to work in Australia
  • Police Check (position dependent).

Let us know if you require any adjustments to the recruitment process so we can support you to present your best self by emailing us at or call Roanne Stickland on 5990 7362.

Applications for this position close at 2 pm Tuesday 14 May 2024.

Chisholm reserves the right to withdraw an advertised position at any stage.

If you have any questions regarding the position or require further information, please contact Nancy Griffin, Service Delivery Manager, Service Delivery and Planning on 03 9212 4979.

Find out more about us by visiting us on our Website and social media sites.

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