Job Description
/nSenior IT Support Officer, UNSW Canberra/nEmployment type: Full-time (35 hours pw)Duration: Continuing/nRemuneration: Broadband levels 5/6. Level 5 from $92,265 / Level 6 from $108,021 + leave loading+17% super/n
Location:
UNSW Canberra,/nWork rights: We do not offer visa sponsorship this position. You must be an Australian citizen in order to apply./n/nAbout UNSW Canberra University of New South Wales (UNSW) in Canberra has multiple locations in the Nation’s Capital./n UNSW Canberra distinguishes itself from other institutions by its commitment to being thoughtful, practical, and purposeful in all endeavours. This combined approach is integral to the university's impact and contributes to its recognition as Australia’s #1 university, one of the top 20 universities globally, as well as a proud member of Australia's esteemed Group of Eight. Choosing a career at UNSW means embracing an environment where thriving, facing challenges, and engaging in meaningful work are not just encouraged but integral to the university experience. If you seek a career where you can excel and contribute meaningfully, you've found the right place./nAt UNSW, we pride ourselves on being a workplace where the best people come to do their best work./n/nWhy Your Role Matters/nThe role of the Client Support Services (CSS) Team is to support the ICTS operations and its services to the UNSW Canberra community./nUnder the direction of the Team leader, the Senior IT Support Officer position provides IT support and assistance to our staff, students and external customers and is a knowledgeable point of contact for Service Desk enquiries./nThe role encompasses providing second-level support and is a point of escalation for more complex incidents and requests.



The position may also perform first-level support duties when service demand is high, or team capacity is limited. The incumbent is required to support the IT Service Management framework and to maintain exceptional service to clients./nThis position will report to the CSS Team Leader and does not have any direct reports./n/nSkills and Experience/nLevel 5/n/n
- Certificate or higher in a relevant area of study and/or experience working within an IT Service Desk or client service environment, preferably in a large organisation with a high volume of work throughput./n
- Demonstrated understanding of the Information Technology Infrastructure Library (ITIL) framework with limited experience practising and/or implementing ITIL best practices./n
- Demonstrated capacity and willingness to work as a member of a proactive team dedicated to delivering high-quality services to clients./n
- Ability to communicate (both verbal and written) at all levels politely and professionally; including the ability to explain technical concepts to non-technical staff in easily understood terms/n
- Ability to prioritise and manage competing deadlines and workloads in a high-volume environment. /n
- Demonstrated ability to handle difficult client interactions while maintaining a high level of client satisfaction, in an IT environment./n/n/n/n/nLevel 6/n/n




- Degree or higher in a relevant area of study and/or extensive experience working within an IT Service Desk or client service environment, preferably in a large organisation with a high volume of work output./n
- Demonstrated ability to resolve more complex IT issues independently and effectively within policy frameworks./n
- Experience as a point of escalation within a service management framework and interacting effectively with first-level or client-facing support staff to collaboratively resolve tickets. Experience with mentoring and assisting junior IT staff./n
- Demonstrated understanding of project management methodologies (Agile, Waterfall etc)./n
- Demonstrated commitment to continual service improvement activities./n/n/nBenefits and Culture:UNSW is committed to helping staff balance work-life responsibilities, by providing access to high-quality services, facilities, and flexible work and leave arrangements./n/n/n
- Adaptable working options (work from home, flexible hours etc) /n
- Additional three days leave during December festive period/n
- Career development opportunities /n
- Up to 50% discount on UNSW courses/n
- Flexible 17% superannuation contributions, additional leave-loading payments and salary sacrifice/n
- Free gym access/n
- UNSW-wide strategy to focus on Healthy Body, Healthy Mind, Healthy Places and Healthy Culture. /n/nYou can learn more about our Benefits and Culture at Lifestyle & Benefits UNSW/n/nEligibility: /nThe University reserves the right not to proceed with any appointment. /nAs part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal hist

📌 Senior IT Support Officer (Canberra)
🏢 trabajo au
📍 Canberra