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Vic, Australia

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Service & Support Centre Officer


Job Description:

Continuing HEW 6 position
* Great opportunity to showcase your customer service skills
* Collaborative and supportive team environment

About RMIT

RMIT is a multi-sector university of technology, design and enterprise with more than 95,000 students and 10,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over

130 years, collaboration with industry remains integral to RMIT's leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.

Our Culture

Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

About the role

Joining our IT Connect team, the Service and Support Centre Officer's first priority is to provide technical support to students, academic and professional staff across varying customer contact channels.

You will proactively deliver standard advice, fulfil service requests and resolve incidents for interactions not requiring on-site assistance. You will strive to provide technical education and actively promote self service solutions to customers.

This role provides support customers across the RMIT footprint ranging from city campuses to Brunswick and Bundoora sites.

There will also be a requirement to work occasional shift work or weekends depending on business requirements to cover the University core support hours.

To be Successful you MUST have experiences:

* Provide support via telephone, online portal, face-to-face, LiveChat and other channels.
* Log, update, resolve and/or escalate incidents and service requests within the prescribed SLAs and by following internal operating procedures.
* Take ownership of customer incidents and requests by logging, managing, and coordinating the enquiry through to a satisfactory closure, ensuring all customer enquiries have been addressed.
* Keep customers updated and informed of the progress of their enquiries.
* Provide technical education and actively promote self service solutions to customers.
* Demonstrate exceptional customer service skills across all contact channels.
* Proactively maintain the Service and Support Centre Knowledge Base.
* Proactively identify, raise and drive service and process improvement opportunities.
* Undertake other duties as directed by the Service and Support Centre Team Leader.

About you

You are highly motivated, and possess solid experience of delivering exceptional technical customer service within a large complex organisation.

You demonstrate ability to interact in a professional manner and build relationships with a broad range of people and possess expert communication and facilitation skills

Possess strong analytical and problem-solving skills, as well as a high attention to detail and ability to follow processes

Proven trouble shooting experience using Mac and Microsoft Windows

An understanding of ITIL and a good working knowledge of reporting tools (ServiceNow), systems and metrics is highly regarded.

To Apply

Please submit your CV and covering letter addressing your suitability for this position by clicking on the 'Apply' link below.

We will be running a rolling recruitment process, so please do not wait until the closing date to apply.

Bring Your Whole Self to Work

We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences, and build a sense of belonging in our team and beyond.

We are proud that our dedication to diversity has been recognised by a broad spectrum of external organisations. Visit our LinkedIn Life pages to learn more and see some of our most recent wins.

RMIT has a strong dhumbali (commitment) to the employment, development, and retention of Aboriginal and Torres Strait Islander people within a culturally safe environment; we strongly encourage applications from Aboriginal and Torres Strait Islander peoples.

RMIT is a Disability Confident Recruitment Team, and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at TalentSupport@rmit.edu.au telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

RMIT is a Disability Confident Recruitment Team and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at TalentSupport@rmit.edu.au telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak: https://covid19.homeaffairs.gov.au/

Vaccination Requirements

The COVID-19 Mandatory Vaccination (Workers) Directions, made under the Public Health and Wellbeing Act 2008 (Vic) and as amended and replaced from time to time (Directions), affect all persons employed or engaged to perform work by RMIT.

As such, offers of employment from RMIT are conditional upon the applicant being fully vaccinated against COVID-19 or medically exempt and providing satisfactory evidence of the same. You can access the Directions here: https://www.dhhs.vic.gov.au/victorias-restriction-levels-covid-19

We are a Circle Back Initiative Employer - we commit to respond to every applicant


IT-Software Development: Computer-Network Security, Database Development-Administration, Desktop Service and Support, Enterprise Software Implementation & Consulting, General-Other: IT-Software Development, IT Project Management, Network and Server Administration, Software-System Architecture

Job ID:


Employment Type:

Full time


, QLD, Australia


Service & Support Centre Officer


Information Technology