About the Job
This role is responsible for triaging and resolving incidents and service requests reported by students and staff when technology issues are encountered. This position is responsible for delivering a high standard of customer service and working with stakeholders to ensure recognition of, and responsiveness to, the needs of internal and external clients. Along with other team members, you will be expected to operate within a flexible rostering arrangement to support the University.
Reporting into the Service Desk Team Lead, you will support them by identifying opportunities to continuously improve service delivery, working collaboratively with IT support teams to optimize efficiency of incident resolution and problem management.
As a thought leader within the University, Swinburne IT identifies opportunities for information technology to simplify, automate and transform the way Swinburne works. Swinburne IT delivers real value to the University by maximising its return on investments in technology. Swinburne IT has a strategic focus, partnering with the business to deliver programs of work that align to each of the University’s three strategic pillars: Future Ready Learners, Research with Impact and Innovative Enterprise. Swinburne IT is a key enabler for the University to achieve its vision and deliver the 2025 Strategic Plan.
As a technology centre of excellence, Swinburne IT also participates in the teaching, learning and research functions of the University. Through this integrated partnership, we aim to improve the experience of students and researchers, delivering on opportunities through the application of IT and digital innovations made possible by emerging technologies.
About Swinburne University of Technology
Swinburne is a multi-sector university of science, technology and innovation with more than 54,000 students and 5,000 staff globally. We offer postgraduate, undergraduate, vocational education and online education to provide students with a variety of work-relevant pathways. Our mission is to be a world-class university, creating economic and social impact through science, technology and innovation. We aim to deliver future-ready learners, research with impact and innovative enterprise.
Be a key player in helping Swinburne achieve its vision and deliver our 2025 Strategic Plan. Through IT, Finance and our Facilities & Services Group, the Swinburne Operations team aligns with the university’s three strategic pillars – Future Ready Learners, Research with Impact and Innovative Enterprise.
To be successful in the role, you will have:
• A degree level qualification in information technology, information systems, or equivalent
• Proven experience in a Service Desk operation
• Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations
A full list of selection criteria is available within the position description.
To find out more about the extensive range of benefits offered to Swinburne employees please visit Careers at Swinburne
How to apply and further information
To view the position description or to start an application please click on 'apply' or ‘begin’ and submit a resume, cover letter and a response to the Key Selection Criteria, as listed in the position description.
For further information about this position, contact Michelle Koci, Service Desk Team Lead at email@example.com
If you are experiencing technical difficulties with your application, please contact the Recruitment team on firstname.lastname@example.org
Should you require further support for an interview due to special needs or consideration, please contact Maree Norden, Diversity & Inclusion Manager at email@example.com. For support or queries related to Aboriginal and Torres Strait Islander employment, please contact DeadlyCareers@swin.edu.au
Agency enquiries will not be accepted for this position.
Swinburne is a large and culturally diverse organisation. We are proud of our commitment to equity and inclusion through key initiatives such as our Charter of Cultural Diversity, Pride@Swinburne Strategic Action Plan, Science in Australia Gender Equity (SAGE) Action Plan and our Reconciliation Action Plan. Equity and diversity are integral to our 2025 vision to be a world class university creating social and economic impact through science, technology and innovation.
Applications close at 5pm, Tuesday 13th April 2021.