IT Service Connect Officer

Overview:
- Casual hours commencing in July 2025- Casual Professional HEW 6 + 11.5% Superannuation- Based at the Melbourne CBD campus

About the Role

The Service Connect Advisor will be responsible for providing IT based advice for 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 IT Service Connect Advisor will be to conduct appropriate research and/or identify root causes and provide advice or escalate specialist 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.

To be successful in this position, you’ll have / you’ll have as a minimum:
- Demonstrated customer service experience delivering professional IT centric support services specific to the skilled resolver group.- A strong customer centric mindset.- 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 mínimal 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). Desirable but not essential - Experience with ServiceNow, Genesis, Workday and/or ADP Payroll.

About the Portfolio

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences.

The portfolio incorporates the following business units: Data & Analytics, Finance & Governance, Information and Technology Services (ITS), Legal, Office of the Chief Operating Officer (OCOO), People Function (HR) and Property Services Group (PSG).

The portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

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.

Please note, 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.

Bring Your Whole Self to Work

We are better for

our diversity
- When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.

We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

Applications Close:
29 June 2025 11.59 pm
- _or visit our Careers page for more contact information - _
- ._
- We are a Circle Back Initiative Employer - we commit to respond to every applicant._