Field Services Associate Consultant

**Job no**: 0036932
**Location**:Parkville
**Role type**:Full time; Continuing
**Department**:Business Services
**Salary**:UOM 4 - $71,099 - $75,458 p.a. plus 17% super (pro rata for part-time)

The University of Melbourne would like to acknowledge and pay respect to the Traditional Owners of the lands upon which our campuses are situated, the Wurundjeri and Boon Wurrung peoples, the Yorta Yorta Nation, the Dja Dja Wuurang people. We acknowledge that the land on which we meet and learn was the place of age-old ceremonies, of celebration, initiation and renewal, and that the local Aboriginal peoples have had and continue to have a unique role in the life of these lands.

**About Business Services**

Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.

Field Services effectively and efficiently provides support for services around Teaching & Administration, Research & Clinic Technologies, and Infrastructure & Space to the utmost satisfaction of all our clients whilst building strong lasting partnerships. By utilizing good practice and smart technology, we provide a responsive, engaging and personalised face to face interaction that assists our clients to perform at their best, which ultimately enhances the university brand, reputation and values.

**About the Role**

As the Field Services Associate Consultant, you will assist the Field Services team by providing first contact, hands-on support in responding to tickets and service requests. You will be proactive in ensuring workspaces are well-maintained and optimal, as well as providing support for events and other requests assigned to Field Services. You will work across all academic Clusters, responding to issues detected by space management monitoring tools, and escalating these issues as required.

In a typical week at work, you may:

- Engage with building occupants, academic and professional staff, students and external stakeholders via multiple support channels (e.g., phone, portal, webchat, Service Centre dispatch) for any incidents or requests reported to Field Services
- Effectively manage all tickets and jobs assigned to you or received directly from a customer. This includes diagnosis, action and utilisation of Knowledge Management for all support tickets encountered
- Provide general facilities support for staff, students and hirers of university spaces. This includes the provisioning of, building and internal door access, porterage of furniture and equipment, proactive quality checking of spaces to ensure building amenity is optimal.

**About You**

You will be a keen problem solver who can work autonomously as well as in a team, maintaining positive and collaborative working relationships. You have a proven ability to deliver high level client service and maintain a positive perspective, while persisting when faced with setbacks or challenges. You have a high level of emotional intelligence and self-awareness, allowing you to prioritise your individual workload to ensure timely completion of tasks that are empathetic to client needs. Your communication skills, and ability to maintain a positive attitude when faced with challenges will set you up for success in this role.

You will also have:

- A relevant qualification and/or relevant work experience in client services or an equivalent combination of relevant experience and education/training
- Good breadth of experience across multiple disciplines in a service operations environment within a large complex organisation and a multi-sourced services environment
- Demonstrated ability to take ownership for actions to ensure spaces and activities carried out in these spaces able to run optimally, ensuring you put the customer experience at the centre of these actions

To ensure the University continues to provide a safe environment for everyone, this position requires the incumbent to hold a current and valid Working with Children Check.

**About the University**

The University of Melbourne is consistently ranked amongst the leading universities in the world. We are proud of our people, our commitment to research and teaching excellence, and our global engagement.

**Benefits of Working with Us**

In addition to having the opportunity to grow and be challenged, and to be part of a vibrant campus life, our people enjoy a range of rewarding benefits:

- Flexible working arrangements,generous personal, parental and cultural leave
- Competitive remuneration, 17% super, salary packaging and leave loading
- Free and subsidised health and wellbeing services, and access to fitness and cultural clubs
- Discounts on a wide range of products and services including Myki cards and Qantas Club
- Career development opportunities and 25% off graduate courses for staff and their immediate families

**Be Yourself**

We value the unique backgrounds, experiences and contributions