Service Desk Support Officer UKZ-665

Service Desk Support Officer UKZ-665

17 Nov
|
FLINDERS UNIVERSITY
|
Adelaide

17 Nov

FLINDERS UNIVERSITY

Adelaide

About Flinders



Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.



To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.



We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.



Employment Type:



Fixed Term (Fixed Term)



Position Summary



Fixed-term, full-time available until 24 September 2021



Compensation Grade:



Higher Education Officer Level 4



Salary Range:

$64,438 - $69,498 pa



Reporting to:



Team Lead Client Support, Information and Digital Services



Under routine to general direction, the Service Desk Support Officer is responsible for providing timely and effective support and advice to clients accessing the IDS Service Desk. The position is responsible for first contact incident/request determination, recording, resolution and escalation where appropriate.



Key Position Responsibilities



- Receiving and responding to service desk, telephone, email and chat requests for assistance from clients and students.

- Investigating, escalating and resolving hardware and software incidents, and applying known workarounds.

- Ownership of incidents and requests logged, tracking the progress and liaising with clients and students as necessary.

- Using the provided Service Desk toolset to promptly and accurately log, update, escalate and close events in accordance with University standards and guidelines.

- Maintaining operational knowledgebase articles and procedures.

- Working collaboratively with other members of the Client Services team to ensure positive outcomes, and assisting other team members when and where appropriate.

- Supporting the deployment of new technologies and processes.

- Identifying equipment maintenance needs as they arise during support calls and discussing standard replacement options.

- Ensuring the provision of timely and effective advice and support to clients by identifying improvements to support services and providing technical expertise to enable clients to adopt new technologies.

- Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University.



Key Position Capabilities



- Appropriate tertiary qualification in an IT related field or relevant technical area, and/or equivalent relevant experience in an IT support environment.

- Demonstrated commitment to providing a high level of client service, utilising ITIL-based service management practices.

-

- Proven technical experience in supporting at least two of the following environments, with a willingness and aptitude to learn new technologies:

- Windows,

- Apple Macintosh,

- mobile devices (ios devices and/or androids) or

- audio visual

- Demonstrated ability to deal with competing demands, manage multiple tasks for staff, students and stakeholders.

- Demonstrated ability to analyse issues, problem-solve effectively and exercise judgement whilst working under pressure, occasionally without supervision, often remotely via telephone and remote desktop tools.

- Strong oral communication skills including demonstrated ability to interact effectively with colleagues, clients, students and visitors.

- Effective written communication skills including demonstrated ability to:

- document procedures for clients or work teams; and

- categorise and clearly document incident resolution actions in plain English and in accordance with defined procedures and guidelines.

- Demonstrated ability to work effectively and cooperatively within a team environment.

- ITIL Foundation v.3 certification.



For application enquiries please contact: Mr Gavan Conroy



Information for Applicants: You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.



A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.



We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.



Please note, late applications and applications sent via agencies will not be accepted.



Applications to be submitted before:



17 Nov 2020

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/8558949/service-desk-support-officer-ukz-665-adelaide/?utm_source=html

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