Senior Service Desk/Desktop Support AnalystHybrid

About the Role: 

The Senior Service Desk/Desktop Support Analyst will manage and resolve service desk tickets that have been escalated, and when required, help with the triage and resolution of 1^st level tickets. Additionally, you will be deployed onsite to address issues that require a physical presence, such as hardware installations, reimaging student lab machines, network troubleshooting, or other hands-on tasks.

With your advanced experience and knowledge, you will serve as a step up from a standard Service Desk Analyst, handling more complex issues and providing mentorship to junior staff while ensuring service delivery meets high performance standards.

Initially, this role requires working onsite at our Photography School campus five days a week. As we transition to a hybrid model with remote support and onsite visits as needed, we will evaluate the balance between office and home-based work.

Overview of responsibilities:

• Technical Support & Ticket Management
• Provide first- and second-level support for Apple Mac systems and photography-related software (e.g., Adobe Creative Cloud, Capture One Pro, Affinity Photo, Calibrite PROFILER)
• Perform onsite support if required. (primary responsibility initially for this role - based at our Photography School)
• Assist with managing printer configurations, and media storage solutions
• Support ticket triage, resolution or escalation during NZ or AU business hours.
• Staff Onboarding & Offboarding
• Documentation & Knowledge Sharing
• Onsite and Vendor Coordination
• Advanced desktop support for our sites where there are student labs running specialized software.

About you:

We are looking for a skilled and proactive IT support professional who thrives in a dynamic environment. You will have a strong technical background and a passion for delivering excellent service.

Key Requirements: 

• Proven senior level experience in a service desk or desktop support role, providing first- and second-level support.
• Strong knowledge of Apple Mac systems and photography-related software – highly advantageous (e.g., Adobe Creative Cloud, Capture One Pro, Affinity Photo, Calibrite PROFILER).
• Experience in the following will be advantageous: MS Windows, M365 Support, Active Directory, Azure Fundamentals 
• Experience with hardware installations, network troubleshooting, and managing student lab machines.
• Well-developed analytical and problem-solving skills 
• Fantastic customer service skills 
• Ability to build strong stakeholder relationships and excel at stakeholder communication 
• Well-developed oral and written communication skills with the ability to communicate information and concepts effectively 
• Good interpersonal skills 
• Effective organisation skills 
• Ability to prioritize work and manage pressure to meet deadlines 

Who we are:

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.  

What sets us apart from other tertiary providers? It is, quite simply, our people. Our teams come from a wide range of educational and cultural backgrounds and offer a broad diversity of professional experience. But we all have one thing in common – we are all firm believers in the power of education to transform lives and they all have the drive to make a significant impact in the communities with which they work. 

We believe learning should be defined by the exceptional and at UP Education we have an ongoing commitment to the development of our staff.  

To find out more about us, please visit https://www.up.education/ 

Why work with us

• Initial period of fully on-site but transition to flexible working with hybrid arrangement balancing between home and on-campus
• Supportive team environment with ongoing commitment to your training and development
• Fantastic opportunity to be part of an energising team and growing company

Our application process:

To apply for this position, please submit your resume and a cover letter detailing your relevant experience and interest in the role.

Questions about your identity help us appreciate the diversity of individuals looking to work at UP Education, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. These are voluntary disclosures and candidates can elect not to answer these questions.

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.