Service Delivery Consultant

3 days ago

Parkville, Australia University of Melbourne Full time

About the Role


We are seeking 2 Service Delivery Consultants. The roles deliver excellent customer service and help meet all Service Levels and KPIs. Responsibilities include managing a personal queue of work, resolving service issues, and handling 1st and 2nd level incidents, escalating to senior team members or 3rd level support as needed. The role requires moderate domain knowledge and a broad understanding of Business Services.

Your responsibilities will include:

Manage all support tickets, providing initial diagnosis, classification, prioritisation, and action for jobs assigned or received directly from customers Assist academic and professional staff, students, and stakeholders through various support channels and provide walk-up support in the COOP Walk-In Centre, receptions, and Tech Bar Build strong working relationships with COOP members and support staff, providing mentoring and training for peers, casuals, and trainee staff Contribute to service delivery operations with a focus on responsiveness, client outcomes, and continuous improvement, ensuring adherence to compliance and quality assurance standards under the University’s risk management framework

Who we are looking for
 You will have strong communication skills, customer service qualifications, and extensive experience in service operations within large organisations. You must demonstrate the ability to work independently and collaboratively, showing emotional intelligence, self-awareness, and effective workload prioritisation.

You will also have:

An undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience Previous work history within a Service Centre or in person support team in a large, complex organisation Domain specific knowledge or experience within one of the domains of specialisation or clusters.

For further information regarding responsibilities and requirements please refer to the attached PD.

Please note: Visa sponsorship is not available for this position . This role requires current valid work rights for Australia.

Your new team – 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.

What we offer you
 In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page

The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".

Aboriginal and Torres Strait Islander Applicants
 We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.

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