Overview:
Casual Fixed Term position until 28 March 2025Professional Level / HEW 6 + 11.5% SuperannuationBased on-site at the Melbourne CBD campusAbout the Role The IT Service Connect Advisor will be responsible for providing IT advice for Staff and Students on behalf of their skilled resolver group.
The primary objective is to resolve all IT enquiries at first point of contact whilst providing a high level of customer service skills across all customer contact channels. The Advisor will anticipate the customer needs and go above and beyond where possible. The role of the Advisor will be to conduct appropriate research and/or identify root causes and provide advice or escalate specialist IT advice or high-risk enquiries.
Please note: there may also be a requirement to work staggered start times depending on business requirements to cover the University core support hours.
Minimum Requirements: Demonstrated customer service experience in an IT Service Desk field, delivering professional support services specific to the skilled resolver group.A strong customer centric mindset with a focus on communicating with non-technical end users.Demonstrated ability to fact find, provide advice and use logical thought process to support recommendations and advice.Demonstrated ability to build and maintain partnerships and relationships in a collaborative manner with key internal clients and external stakeholders to support the University's business objectives.Proven ability to identify root cause of issue to recommend and deliver appropriate strategies and innovative solutions and solve any further complications that may be encountered.Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels.Demonstrated ability to work autonomously with minimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines.Strong problem solving, interpersonal and analytical skills, written and verbal communication across multiple mediums (i.e telephone, ticketing tools, web chat etc).Demonstrated ability in the use of a range of computer applications (Windows) and the ability to quickly learn new technologies.Desirable but not essential: Experience with ServiceNow, Active Directory, SCCM, Entra/Azure, Endpoint and Microsoft Exchange.
Please Note: Appointment to this position is subject to passing a Working with Children.
To Apply: Please submit your CV and covering letter addressing your suitability for this position by clicking on the 'Apply' link at the top of this page.
For further information about this position, please contact Mykayla McCartin via email .
Applications Close: 2 Dec 2024 11.59 pm
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