IT Support Analyst

Job description

Company Description Job Description Full-time, Ongoing position at HEW Level 5. Goulburn based at the NSW Police Academy with rostered start and finish times. Salary: $85,778 – $97,006 per annum, plus 17% Super and Leave Loading. Deliver multi-channel IT support and resolve incidents at first point of contact. The Opportunity You will deliver efficient, high-quality IT support services for students at the NSW Police Academy (the Academy), supporting a broad range of campus-based ICT resources including computer labs, teaching spaces, audio visual, office technology and printers. You will provide support through telephone, remote desktop, chat and face-to-face assistance, with a focus on resolving incidents and requests at first point of contact wherever possible. You will handle support requests by following agreed procedures and applying client service standards to resolve or escalate service issues. You will communicate clearly with customers in person and by phone, providing practical technical advice and guidance to help users get the best outcomes from systems and services. You will work with internal teams and service partners to support routine operational procedures, contribute to maintenance and installation activities, and assist with problem resolution. You will maintain accurate records of actions taken, monitor compliance with agreed processes including access control, and escalate incidents of non-compliance where required. The role operates on a roster between 7am to 6pm, Monday to Friday, with occasional pre-planned weekend shifts (9am to 5pm). What Success Looks Like: Incidents and requests are resolved at first contact where possible, using agreed procedures. Customers receive clear, practical advice and updates via phone and in person. Support requests are triaged correctly and unresolved calls are allocated promptly. Maintenance and installation tasks are completed safely and contribute to service continuity. Compliance and access control issues are identified, escalated, and recorded accurately. Please refer to the Position Description for full details. About You A relevant qualification (Degree, Diploma or Certificate) or equivalent IT user support expertise. Proficiency with common desktop PC software tools and web-based applications. Understanding of IT Service Management processes aligned to the ITIL framework. Systematic problem-solving skills, including knowing when and how to escalate issues. Strong customer service, communication and teamwork skills, and ability to work the roster. Pre-Employment Requirements Successful applicants will be required to: Complete and obtain approval via the NSW Police Force Professional Suitability Application Form, and Obtain and maintain a Baseline National Security Clearance, as required by the NSW Police Academy. These are mandatory conditions to be considered for these roles, as required by the NSW Police Force. Benefits We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing. Financial benefits: Access to staff-only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing. Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover. Onsite childcare: Long day care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity. Application Details Position Enquiries: Direct to Darrin Bailey, Manager, Campus Support - South West via da.bailey@westernsydney.edu.au . Please include the job reference code REF1409B . Closing Date: 11:59pm, Thursday 11 June 2026. Working Rights: You must provide evidence of full-time working rights in Australia at application. How to Apply: Please note that only applications submitted via the University’s online recruitment system will be considered. As part of your online application, you will be asked to respond to screening questions addressing the key qualifications, experiences and skills required for this position. Belonging at Western We are committed to substantive equality as outlined in our Equal Opportunity Policy . We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds. For Reasonable Adjustments during the application process, please contact talentacquisitionteam@westernsydney.edu.au . About Western This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful. Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western. For the latest please visit our website and LinkedIn . Qualifications Additional Information