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Service Desk Analyst

Requisition ID:  8563
Region:  Newcastle, Hunter & Region
Job Category:  Customer services and call centre
Employment Fill Type:  Permanent (Ongoing)
Description: 

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

 

 

  • Multiple ongoing Full-Time opportunities
  • Located in Parramatta, Bathurst and Newcastle with flexible working arrangements available
  • Salary from $84,659 to $92,701 p.a. plus superannuation and annual leave loading

 

 

About the role

 

As the Service Desk Analyst, you will provide a range of technology support services across the NSW Department of Education. Whether resolving technical issues or assisting with system use, your customer-centred and solution-focused approach, will help staff in schools and corporate offices stay focused on what matters most.

 

Your responsibilities:

  • Respond to enquiries in a timely and professional manner, ensuring issues are resolved or directed appropriately.
  • Use a range of tools and systems to efficiently identify and resolve issues.
  • Participate in ongoing training to maintain up to date technical skills and support your personal professional development.

 

For further information please click here to view the role description

 

About you

 

You’re not only tech-savvy and comfortable learning and navigating new systems, you’re also a confident communicator who brings a positive, collaborative mindset and a can-do attitude to your work.

 

You will also demonstrate:

  • The ability to work both independently and as part of a team.  
  • Flexibility and adaptability in a dynamic, fast-paced environment.
  • Strong time management skills to effectively handle competing priorities in a timely manner.

 

 

 

Knowledge and Experience

 

Essential requirements of the role

  • Hold or are willing to obtain a working with children check
  • Capacity to work various shifts on a rotational roster 8:00 am to 5:00 pm, Monday to Friday, from an office location and home environment as required. 
  • Demonstrated understanding of and commitment to the value of public education.

 

Benefits

  • Flexible working arrangements
  • 35 hour working week
  • Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
  • Flex Leave entitlements, generous holidays & leave conditions
  • Opportunities for advancement and mobility across the Department to support your career growth

 

How to apply

Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role, as well as your response to the 2 pre-screening questions below: 

 

Question 1 

Please describe a situation where you have communicated and worked collaboratively with other team members to support each other and succeed as a team?

 

Question 2

Please provide an example of time you provided high level of customer service to resolve an issue with their technology. Outline how you identified the issue, the steps you took to resolve it and what was the outcome?

 

Please refer to the Applicant’s Guide to Applying to assist you with your application.

 

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.

 

All other applicants please submit your application by clicking ‘Apply Now’.


Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

 

This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.


Closing date: Tuesday 26th August 2025 at 11:59pm.


For role enquiries, please contact:

For recruitment process enquiries please contact Jenny Nguyen at Jenny.nguyen199@det.nsw.edu.au


We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.


A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.

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