Job Title IT Help Officer
Employer Deakin University
Location Geelong Waterfront Campus, Geelong, VIC
Salary Casual HEW 4 ($50.35 per hour + 11% superannuation)
Employment Type Casual
Overview The primary purpose of the Casual IT Help Officer is to contribute to first point of contact and first point resolution targets by applying best-practice processes, including the ITIL (Information Technology Infrastructure Library) framework. The role also requires a high level of ICT technical and behavioural skills.
Key Responsibilities
Responsible for the first contact and first point resolution, recording and tracking student and staff and Deakin community interactions.
Determine escalation for unresolved interactions and provide complete information to relevant parties.
Provide individual support to students and staff and the Deakin community in the use of ICT equipment and resolution of issues.
Implement IT Help quality assessment processes and incorporate customer feedback into continuous improvement initiatives.
Accurately record, track, monitor and assist resolution of incoming Service Desk calls using the appropriate Digital Solutions processes and escalation paths to achieve the Service Level Agreement.
Required Qualifications
Demonstrated high‑level technical knowledge and ability to use problem‑solving skills in the resolution of customer interactions.
Excellent written and verbal communication and interpersonal skills.
Ability to explain complex technical matters to customers in easy to understand terms.
Robust negotiation and liaison skills.
Ability to develop relationships, work collaboratively in a team and provide proactive support for others.
Ability to work without direct supervision.
Application Deadline Please submit your updated resume and 1 page cover letter. Applications for this position close on Sunday 30th of November.
Seniority Entry level
Job Function Information Technology
Industries IT System Training and Support
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