IT Support Officer, UNSW Canberra

Employment type:   Full-time, on-site, 35 hours pw
Duration: Continuing
Remuneration: Broadband 4/5, Level 4 from $78,584, Level 5 from $85,717
Location: UNSW Canberra ADFA Campus

About UNSW Canberra
University of New South Wales (UNSW) in Canberra has multiple locations in the Nation’s Capital.
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 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.

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.

Why Your Role Matters
The role encompasses providing first and second level support and will resolve most incidents/requests received, with more complex issues escalated as required. The incumbent is required to support the IT Service Management framework and to maintain exceptional customer service.

The helpdesk is the central support point for ICTS and operates during core hours, on a rostered basis. It is expected that this role will be rostered on rotating shifts to cover the helpdesk operating hours.

This position will report to the CSS Team Leader.

Who You Are (skills and experience): 

• Certificate IV or higher in a relevant area of study and/or experience working within an IT Service Desk or customer service environment, preferably in a large organisation with a high volume of work throughput.
• Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high-quality services to its customers.
• Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms
• Ability to prioritise and manage competing deadlines and workloads in a high-volume environment. 
• Demonstrated problem solving skills and ability in handling difficult customer interactions while maintaining high level of customer satisfaction, in an IT environment.

Benefits 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.

• Generous superannuation contributions 
• Employee discounts  
• A commitment to lifelong learning  
• UNSW-wide strategy to focus on Healthy Body, Heathy Mind, Healthy Places and Healthy Culture. 

Eligibility: 
The successful candidate will be required to undertake pre-employment checks prior to commencement in this role. The checks that will be undertaken are listed in the Position Description. You will not be required to provide any further documentation or information regarding the checks until directly requested by UNSW.  

To be successful you will hold Australian Citizenship. UNSW is unable to offer visa sponsorship for this position.  

The University reserves the right not to proceed with any appointment. 

How to apply:
Make each day matter with a meaningful career at UNSW. Please apply via our online recruitment system.
In your application, please include:

• your CV
• a 2-page cover letter addressing the skills and experience outlined in the Position Description.

 In order to view the position description, please ensure that you allow pop-ups for https://www.jobs.unsw.edu.au

Casuals only Applications close:  Tuesday 10th December 2024 at 11.30pm AEST

Get in Touch

To discuss the position and how to apply please contact:

d.wriedt@unsw.edu.au

For questions regarding the application process - please email h.whale@unsw.edu.au  

(for job related queries only – applications will not be accepted if sent to the contact listed)

Find out more about the lifestyle and benefits when working with UNSW  

For further information about UNSW Canberra, please visit: UNSW Canberra 
For further information on living in Canberra, please visit: Living in Canberra

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.