IT Customer Service Advisor

Overview:

- Casual Fixed Term position until 28 March 2025
- Professional Level / HEW 6 + 11.5% Superannuation
- Based on-site at the Melbourne CBD campus

About the Role

The IT Service Connect Advisor will be responsible for providing IT advice for 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 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 Advisor will be to conduct appropriate research and/ or identify root causes and provide advice or escalate specialist IT 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:
1. Demonstrated customer service experience in an IT Service Desk field, delivering professional support services specific to the skilled resolver group.

2. A strong customer centric mindset with a focus on communicating with non-technical end users.

3. Demonstrated ability to fact find, provide advice and use logical thought process to support recommendations and advice.

4. 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.

5. 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.

6. Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels.

7. Demonstrated ability to work autonomously with mínimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines.

8. 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, Active Directory, SCCM, Entra/Azure, Endpoint and Microsoft Exchange.

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.

Applications Close:
2 Dec 2024 11.59 pm
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