IT Service Connect Officer
IT Service Connect Officer
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Job Description
Overview:
Casual hours commencing in July 2025
Casual Professional HEW 6 11.5% Superannuation
Based at the Melbourne CBD campus
About the Role
The Service Connect Advisor will be responsible for providing IT based advice for their skilled resolver group.
The primary objective is to resolve all IT enquiries at first point of contact whilst providing a high level of customer service skills across all customer contact channels. The Advisor will anticipate the customer needs and go above and beyond where possible.
The role of the IT Service Connect Advisor will be to conduct appropriate research and/or identify root causes and provide advice or escalate specialist advice or high-risk enquiries.
Please note - There may also be a requirement to work staggered start times depending on business requirements to cover the University core support hours.
To be successful in this position youll have/ youll have as a minimum:
Demonstrated customer service experience delivering professional IT centric support services specific to the skilled resolver group.
A strong customer centric mindset.
Demonstrated ability to fact find provide advice and use logical thought process to support recommendations and advice.
Demonstrated ability to build and maintain partnerships and relationships in a collaborative manner with key internal clients and external stakeholders to support the Universitys business objectives.
Proven ability to identify root cause of issue to recommend and deliver appropriate strategies and innovative solutions and solve any further complications that may be encountered.
Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels.
Demonstrated ability to work autonomously with minimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines.
Strong problem solving interpersonal and analytical skills written and verbal communication across multiple mediums (i.e telephone ticketing tools web chat etc).
Demonstrated ability in the use of a range of computer applications (Windows) and the ability to quickly learn new technologies.
Desirable but not essential Experience with ServiceNow Genesis Workday and/or ADP Payroll.
Please Note: Appointment to this position is subject to passing an employee Working with Children check.
About the Portfolio
The Operations Portfolio enables an integrated enterprise-wide delivery for best practice student and staff experiences.
The portfolio incorporates the following business units: Data & Analytics Finance & Governance Information and Technology Services (ITS) Legal Office of the Chief Operating Officer (OCOO) People Function (HR) and Property Services Group (PSG).
The portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.
ToApply
Please submit your CV and covering letter addressing your suitability forthis position by clicking on the Apply link at the top of this page.
For further information about this position please contact Mykayla McCartin via email
Please note if you are viewing this advert from an external site please click apply and you will be redirected to RMITs Jobs website to apply.
Bring Your Whole Self to Work
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.
We are a 2023 Circle Back Initiative Employer we commit to respond to every applicant.
Applications Close:
29 June 2025 11.59 pmRMIT is an equal opportunity employer committed tobeinga 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.
At RMIT we are committed to supporting adjustments throughout the recruitment and selection process as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements please contact Dani via or visit our Careers page for more contact information - are a Circle Back Initiative Employer we commit to respond to every applicant.
Required Experience:
Unclear Seniority
Employment Type
Part-Time
