Officer, Deakin HELP

• Flexible location offered at Melbourne Burwood or Geelong Waterfront Campus hybrid work arrangements
• Secondment opportunity - Full-time and fixed term until 26 March 2027
• HEW 5 $83407 - $93548 * 17% Superannuation

*4% increase will apply from 29 June 2026

This is your opportunity to shape the frontline experience for Deakin staff supporting colleagues across people services finance recruitment IT work requests and general enquiries. The Officer Deakin HELP provides timely clear and practical advice through phone email ticketing systems and face-to-face interactions.

You will assist in maintaining the knowledge bank support team training help resolve complex issues and contribute to process improvements playing a key role in delivering a consistent high-quality service experience for the University

Reporting to the Assistant Manager Deakin HELP the Officer Deakin HELP will:

• Handle enquiries related to people work requests keys system support and general questions through phone email ticketing systems and face-to-face interactions.
• Assist in maintaining and updating the knowledge bank ensuring information is current and accurate.
• Identify and escalate complex issues or unresolved enquiries to Tier 2 support as needed.
• Create practical simple and accessible solutions to problems while considering multiple perspectives.
• Collect and analyse information from various sources to resolve work issues effectively.
• Deliver efficient outcomes against team and operational work plans and contribute suggestions for process improvements.

To be successful youll have:

• Completion of a Degree without subsequent relevant work experience; or
• Completion of an Associate Diploma with at least two years relevant work experience; or
• Completion of a Post-Trades Certificate or Advanced Certificate with extensive relevant experience as a Technician; or
• An equivalent combination of relevant experience and/or education/training
• Experience in a customer service or support role with a proven ability to handle a range of enquiries effectively through phone email ticketing systems or face-to-face interactions
• Understanding of escalation procedures and the ability to identify when issues need to be escalated to higher levels of support

Heres how to apply:

Open to current casual fixed term or continuing staff at Deakin only.

Please submit your updated resume and a short cover letter outlining your skills and experience by clicking the Apply button.

For a confidential discussion regarding this role please contact Taf Denga (Assistant Manager Deakin HELP) on

For a copy of the position description please see below:

PD - Officer Deakin

Applications for this position close on Sunday 14 June 2026 at 11:55pm.

Are You Ready

Deakin is a Victorian university with a global impact. We are an agile dynamic and innovative university committed to making a positive impact through our excellence in education research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive thriving culture will ensure that people choose to come and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people and people of all abilities cultures sexual orientation and genders.

Pre-employment safety and suitability checks: In accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence appointment to this role is subject to successful completion of relevant pre-employment checks including Working With Children Checks and candidate gender-based violence declarations.

Candidates may be asked to declare whether they have been investigated for an allegation of Genderbased Violence or determined to have engaged in conduct that constitutes Genderbased Violence during the course of their previous employment or otherwise in a legal process. A declaration is not required from individuals who have experienced genderbased violence. A Yes response does not automatically exclude a candidate from employment and any information provided will be treated confidentially and considered only for relevance to the role and the Universitys safety obligations.