Digital Support Officer

5 months ago

Joondalup, Australia Edith Cowan University Full time
$71,918 to $76,598 p.a (HEW 4) Ongoing, Full-time, Joondalup and Mt Lawley Campuses Open to candidates with relevant work rights

DIGITAL SUPPORT OFFICER 
DIGITAL AND CAMPUS SERVICES
$71,918 to $76,598 (HEW 4)
JOONDALUP AND MOUNT LAWLEY CAMPUSES
ONGOING, FULL TIME 
COMMENCEMENT DATE: MAY 2024

Overview
Digital and Campus Services (DCS) provides a responsive, integrated and customer-orientated service that brings together the digital and physical environments for students and staff, supporting their teaching, learning, research, and administrative needs. 

We are seeking applications for an ongoing, full-time position within the Digital Support Team. The Digital Support Team is instrumental in providing prompt and customer centric technical support to students and staff of ECU, via eLab counters, attending teaching spaces and staff offices.

Nature of Employment
The working hours extend from 6:45am – 6:00pm, Monday to Friday. Staff may be asked to work different shifts according to a roster on both the Joondalup and Mount Lawley Campuses. Any working from home arrangement will be determined by operational requirements. 

Details
As the Digital Support Officer, you are accountable to:

Deliver effective and seamless customer services to satisfactory completion with a focus on improving the customer experience through face-to-face customer engagement and seeing things from the customers perspective. Provide Level 1-2 technical support to staff and students in End Use Computing and Audio-Visual technologies.  Manage own workload, being able to work independently and within a broader team, to complete tasks through maintaining current knowledge of a range of technologies and processes. Follow appropriate processes for delivering customer service, including tracking and record keeping within the service management tool, drawing on an excellent understanding of all available documentation and knowledge tools, leveraging information appropriately to complete required tasks. Contribute to improvement of knowledge and instructions, enabling consistent and optimal delivery of customer services. Responsible for the protection of University data and systems through adherence to published policy, standard and process documents; immediately reporting any suspected breaches, vulnerabilities, or other security issues to the Information Security Team, while also providing input into any improvement opportunities to mitigate any future risks.
Key Criteria
Qualification: completion of a relevant diploma level qualification with relevant work-related experience or an equivalent combination of relevant experience and/or education/training. Customer Service Skills: focusing on all aspects of customer service to achieve quality outcomes for all parties including internal and external customers at all levels.  Interpersonal Skills: ability to work cooperatively with others to accomplish joint tasks and common objectives. Involves building positive working relationships with others and avoiding “win-lose” confrontations and a focus on preserving and strengthening the ongoing relationship.  Communication Skills: ability to organise and present information, views, and concepts in a concise, understandable, and interesting format for a variety of audiences, from ECU’s internal and external communities.  Technical Skills: experience in End Use Computing and Audio-Visual technologies along with formal qualifications would be highly regarded.
You will also demonstrate personal attributes that are congruent with the University’s values of Integrity, Respect, Rational Inquiry Personal Excellence and Courage.

Remuneration
This full time, ongoing position attracts remuneration of $71,918 to $76,598 per annum plus 17% University superannuation contribution.

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