Support Analyst (Campus Support)

• Full-time, Ongoing position at HEW Level 5
• Based at Western’s Campbelltown campus, with flexible working arrangements
• Salary: $85,778 – $97,006 per annum, plus 17% Super and Leave Loading

Provide frontline IT support that keeps campus technology running smoothly for staff and students.

The Opportunity
You will provide frontline IT and digital support services across campus environments, delivering a consistent and high-quality experience for staff and students. Working as part of the Campus Support team, you will be a key point of contact for resolving incidents, responding to service requests and supporting day-to-day technology use.

You will troubleshoot routine to moderately complex issues across hardware, software and campus-based ICT environments, escalating matters where required. You will also maintain accurate records in enterprise ITSM systems to support service continuity and reporting.

In this role, you will contribute to asset lifecycle management, support onboarding activities, and work closely with colleagues across Digital Services to share knowledge, improve processes and adapt to emerging technologies.

What Success Looks Like:

• Service requests and incidents are resolved efficiently and documented accurately.
• Staff and students receive professional, customer-focused IT support.
• Campus ICT assets are deployed, maintained and tracked in line with procedures.
• Recurring issues are identified and improvements to processes are proposed.
• Strong working relationships are maintained with internal stakeholders.

Please refer to the Position Description for full details.

About You
To be successful in this role, you will bring a practical, customer-focused approach to IT support and the ability to work effectively in a fast-paced campus environment. You will bring:

• Tertiary qualification in Information Technology or a related discipline, or equivalent experience.
• Demonstrated experience providing IT support in a customer-facing environment.
• Strong problem-solving and troubleshooting skills across hardware and software platforms.
• Well-developed communication and interpersonal skills with a focus on service quality.
• Ability to manage competing priorities and work effectively under pressure.

You will also bring technical proficiency, including:

• Experience delivering multi-channel support including in-person, phone and remote desktop.
• Practical troubleshooting of AV, desktop and office technologies.
• Experience maintaining asset records and managing inventories.
• Understanding of ITIL-based processes for incident, request and knowledge management.

It is desirable that you bring:

• Experience in a higher education or similarly complex federated environment.
• ITIL Foundation certification or equivalent.
• Exposure to automation and self-service support tools.

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 via da.bailey@westernsydney.edu.au. Please include the job reference code REF1276U in your email.
• Closing Date: 11:59pm, Tuesday 2nd June 2026.
• Working Rights: You must provide evidence of your working rights in Australia at time of 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.