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Employment type: Full-time, on-site, 35 hours pwDuration: ContinuingRemuneration: Broadband 4/5, Level 4 from $78,584, Level 5 from $85,717Location: UNSW Canberra ADFA Campus
About UNSW Canberra:University of New South Wales (UNSW) in Canberra has multiple locations in the Nation's Capital. UNSW Canberra distinguishes itself from other institutions by its commitment to being thoughtful, practical, and purposeful in all endeavours. This combined approach is integral to the university's impact and contributes to its recognition as one of the top 20 universities globally, as well as a proud member of Australia's esteemed Group of Eight.
Why Your Role Matters:The role encompasses providing first and second level support and will resolve most incidents/requests received, with more complex issues escalated as required. The incumbent is required to support the IT Service Management framework and to maintain exceptional customer service. The helpdesk is the central support point for ICTS and operates during core hours, on a rostered basis. It is expected that this role will be rostered on rotating shifts to cover the helpdesk operating hours. This position will report to the CSS Team Leader.
Who You Are (skills and experience): Certificate IV or higher in a relevant area of study and/or experience working within an IT Service Desk or customer service environment, preferably in a large organisation with a high volume of work throughput.Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high-quality services to its customers.Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms.Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.Demonstrated problem-solving skills and ability in handling difficult customer interactions while maintaining a high level of customer satisfaction, in an IT environment.Benefits and Culture:UNSW is committed to helping staff balance work-life responsibilities, by providing access to high-quality services, facilities, and flexible work and leave arrangements.
Generous superannuation contributionsA commitment to lifelong learningFree gym and pool accessAdditional 3 days leave over December festive periodUNSW-wide strategy to focus on Healthy Body, Healthy Mind, Healthy Places and Healthy Culture.Eligibility:The successful candidate will be required to undertake pre-employment checks prior to commencement in this role. The checks that will be undertaken are listed in the Position Description. You will not be required to provide any further documentation or information regarding the checks until directly requested by UNSW. To be successful you will hold Australian Citizenship. UNSW is unable to offer visa sponsorship for this position.
How to apply:Make each day matter with a meaningful career at UNSW. Please apply via our online recruitment system.In your application, please include:
your CVa 2-page cover letter addressing the skills and experience outlined in the Position Description.Applications close: Sunday 5th January 2025 at 11.30pm AEST
Get in Touch:To discuss the position and how to apply please contact:
(for job related queries only – applications will not be accepted if sent to the contact listed)
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.
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