IT Service Delivery Specialist

13 hours ago

Melbourne, Victoria, Australia RMIT University Full time

RMIT University

**Job Title:** IT Service Delivery Specialist

Company Overview

RMIT University is a leading Australian university renowned for its excellence in teaching, research and engagement with industry. Our Operations Portfolio drives an integrated, enterprise-wide delivery for best practice student and staff experiences.

About the Role

The IT Service Connect Advisor will be responsible for providing expert IT advice to 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 delivering exceptional customer service skills across all customer contact channels. The Advisor will anticipate customer needs and go above and beyond where possible.

This role involves conducting thorough research and/or identifying root causes to provide advice or escalate specialist IT advice or high-risk enquiries. Depending on business requirements, there may also be a need to work staggered start times to cover the University core support hours.

Required Skills and Qualifications
  • A minimum of 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 processes 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 causes of issues to recommend and deliver appropriate strategies and innovative solutions.
  • Demonstrated ability to provide 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, as well as written and verbal communication across multiple mediums.
  • Demonstrated ability to use a range of computer applications (Windows) and quickly learn new technologies.
Benefits

This position offers a salary of AU$ 92,621, based on 11.5% Superannuation. RMIT is committed to providing a supportive and inclusive working environment and encourages diversity.

Others

Please submit your CV and covering letter addressing your suitability for this position by clicking on the 'Apply' link. For further information about this position, please contact Mykayla McCartin via email mykayla.mccartin@rmit.edu.au. Please note that if you are viewing this advert from an external site, please click 'apply' and you will be redirected to RMIT's Jobs website to apply.

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