Careers at Children's Cancer Institute
Technology Helpdesk Analyst

Randwick - Sydney, Australia  
Employment Type:
Full-Time Fixed Term  
Technology Services Group4 (TSG4)
Supporting Documentation:

  • Innovative, collaborative and positive team-orientated environment
  • 12 Month - Full time- Fixed Term Contract
  • Convenient Randwick location, close to transport

Do you have a passion to help children? A passion to help us beat this devastating disease?

Children's Cancer Institute is wholly dedicated to putting an end to childhood cancer and is the only medical research institute in Australia solely dedicated to this cause. We don't just hope to do it – we will do it, and we're looking for the brightest minds to help us get there. Children's Cancer Institute provides the best possible environment for our staff to thrive with state-of-the-art facilities at the Lowy Cancer Research Centre, UNSW Australia – one of the leading cancer research centres in the world.

Children’s Cancer Institute is looking to add a Technology Services Helpdesk Analyst to its Technology Services Group team to help maintain and deliver high-quality technology services across the institute.

The primary purpose of the position is to:

  • Collaborate with internal staff to provide high-quality customer service support to Institute staff
  • Provide desktop and systems support to all Institute staff
  • Assist the Technology Services Group team in the development, implementation and ongoing improvement of supporting processes, policies and procedures

This position is critical to the success of the Technology Services Group and will be a key player in building and maintaining customer relationships across the Institute.


Responsibilities will include, but are not limited to:

  • Procure, configure, deploy technology and audio-visual equipment
  • Inspect, analyse, perform minor repairs, maintenance and liaise with external vendors for the repairs to equipment
  • Provide technical assistance, demonstration and instructions to customers with regards to the institute’s systems and equipment
  • Maintain an accurate list of equipment including audiovisual enabled rooms and the cyclic upgrade of them.
  • Manage and resolve the Service desk queues in a timely manner including management of service desk tasks scheduling queries, incoming calls, tickets and emails.
  • Analyse service desk activity and makes recommendations for changes in service desk procedures and systems to upper management.
  • Assist in system upgrades, install, integrate, customise, configure and test new systems and hardware, and resolve configuration conflicts and errors.
  • Perform routine day-to-day hardware and software maintenance as assigned and assist in the proper upkeep and utilization of systems.
  • Assist with invoicing and purchase orders. Accounts/Vendor Management
  • Manage the institutes' telephony and printing accounts. Including administration of IP telephones moves, add and changes and voicemail.
  • Analyse and report on quantity and type of issues received by the department.
  • Assist in project development and implementation with technical issues including technical
  • Perform regular security monitoring to identify any possible intrusions.

Qualifications, experience and skills required:

  • Formal systems administration training and/or equivalent experience
  • Minimum 2 -3 years IT Service Desk, Desktop administration experience
  • Minimum 3 - 4 years’ exposure to Microsoft technologies
  • Desirable: experience supporting Mac OSX
  • Superior oral and written communication skills
  • Ability to maintain privacy and confidentiality
  • Strong commitment to high levels of customer service
  • Superior interpersonal skills - ability to work closely with all levels of management and staff to achieve optimal outcomes
  • Ability to work under pressure and unsupervised
  • Ability to investigate technology issues and find appropriate solutions
  • Superior attention to detail with the ability to multitask


We are strongly committed to the growth of our employees so all staff can fulfil their aspirations. You'll be rewarded with a friendly and professional flexible work environment, comprehensive on-campus facilities, a competitive salary, salary packaging options, access to a leading EAP program and regular social activities. Join a group of dedicated people in a performance-driven environment to achieve success and discover what it's like to look forward to coming to work every day and make a real difference. We're looking for people who share our values of accountability, integrity and camaraderie, teamwork, sharing and excellence, success and satisfaction.

A detailed job description and additional information about Children's Cancer Institute can be found on our website at: We embrace diversity and encourage applications from people from diverse backgrounds and cultures.

To apply, please click the 'APPLY' link and forward both your resume AND cover letter clearly addressing the qualifications, experience and skills required. Note: Applications will be reviewed prior to the closing date; which is dependent on the status of the recruitment process.