Service Centre Coordinator

2 weeks ago

Sydney, New South Wales, Australia University of New South Wales Full time

Job no: 514148

Work type:
full time

Location:
Sydney, NSW

Categories:
Information Technology

-
Work with a growing, diverse, and energetic team:


  • Level 4 role
  • $71,629
  • $75,560 (depending on experience) + 17% super + leave loading:
-
Continuing, full time role (35-hour week)


The IT Service Centre Coordinator will provide a Single Point of Contact (SPOC) for all UNSW staff and student for IT services.

The role encompasses providing first level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures.


The Coordinator - IT Service Centre will resolve the majority of 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 IT Service Centre is the central support point for UNSW-wide IT services and operates from 8:00 am to 8:00 pm Monday to Friday, and 11:00 am to 3:00 pm Saturday on a rostered basis.

This role may be located in one of the IT Hubs across the Kensington or Paddington campuses or in the central IT Service Centre.


It is expected that this role will be rostered on rotating shifts to cover the IT Service Centre operating hours.

If the hours of operation change then the IT Service Centre staff member may be required to work those hours under a rostered situation.

This position will report to the Service Centre Team Leader.

Accountabilities

  • Provide level 1 support for all IT related incidents and requests in accordance with current IT Service Level Agreements.
  • Provide level 1 support for administration functions of the IT Service Centre relating to exchange administration, Enterprise systems access etc.
  • Assist with logging, responding to and resolving tickets in a professional and timely manner with an emphasis on high quality customer service and first call resolution.
  • Assist with providing updates for the IT Service Centre Knowledge Base for identifying solutions, work
- arounds and known errors.

  • Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
  • Accurately record all customer incidents/requests in the IT Service Management tool.
  • Actively promote customer satisfaction program i.e., Net promoter score.
  • Ensure excellent communication is provided to customer whilst supporting with technical instructions, advising, and consulting over all communication channels.

Skills and Experience

  • Certificate 4 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 highquality 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 nontechnical staff in easily understood terms

To Apply:
Please submit your CV, Cover Letter and Responses to the Skills and Experience nominated in the Position Description.

Applications close: 11.55pm, Wednesday 25th January

Position Description

Benefits and Culture:

  • UNSW offer a competitive salary and access to UNSW benefits including:
  • Flexible working
  • Additional 3 days of leave over the Christmas Period
  • Access to lifelong learning and career development
  • Progressive HR practices
  • Discounts and entitlements

Contact
Amy Denney

Talent Acquisition Coordinator

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. The University reserves the right not to proceed with any appointment.

Position Description

Advertised: 11 Jan 2023 AUS Eastern Daylight Time

Applications close: 25 Jan 2023 AUS Eastern Daylight Time

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