Service Officer

Full time continuing role

Opportunity to utilise your customer service experience to provide support to world class researchers

Base Salary $89, % superannuation

About the opportunity

As the Service Officer , you'll be a key point of contact for delivering friendly, knowledgeable support to a wide range of research enquiries primarily via online tickets as well as some phone calls. You'll take on cases, offering solutions and handling sensitive processing with confidence.

With a passion for improving services, you'll help enhance knowledge resources and make it easier for researchers to access the support they need.

Your key responsibilities will be to :

work in a collaborative and cohesive team environment reporting into the Research Service Desk Team Leader

triage research support enquiries, deliver daily services, and manage escalations using deep knowledge of University policy

provide high-quality administrative support and resolve researcher enquiries across multiple communication channels

maintain records, generate reports, and manage online knowledge content to support service improvement

escalate higher level issues to the Senior Service Officer

build strong internal relationships, improve processes, and support operational goals through ad-hoc duties

About you

customer service experience in a fast-paced and complex environment

demonstrated stakeholder engagement and communication skills

developed negotiation and influencing skills, with the ability to manage sensitive situations

strong problem-solving skills with the ability to take initiative

proficiency across the Microsoft Office Suite, including Excel, with ServiceNow experience desirable

experience within higher education would be highly desirable.

Sponsorship / work rights for Australia

Work Rights : you must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.

How to apply

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.

For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Tara Ritchie, Recruitment Operations by email to

The University of Sydney

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

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this role.

Applications Close

Wednesday 27 August : 59 PM