Customer Support Assistant

About VU:

At Victoria University our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in ourStrategic Plan 2022-2028: Start well finish brilliantly.One of the drivers Thriving place to Study and Work will enable us to continue to create places that our students and staff love to belong and feel immense pride.

About the Team:

The Customer Support team sits within Victoria Universitys Digital and Campus Services (DCS) department a central unit responsible for delivering and supporting the Universitys digital systems campus technologies and customer service functions. The team works collaboratively across all areas of the University to provide Level 1 IT support manage service requests and maintain teaching and learning spaces. They operate within an ITILaligned environment and serve as the primary interface between staff students and the broader DCS technical teams ensuring highquality timely and customerfocused service across all campuses.

About the Role:
The Customer Support Assistant provides frontline IT and facilities support to staff and students resolving issues maintaining campus technology and delivering highquality customer service across all Victoria University campuses.

Position Key Duties

• Provide timely Level 1 IT support including responding to incidents service requests and tasks via the ISM ticketing system in line with SLAs.
• Triaging and escalating facility and IT issues to specialist staff when problems exceed Level 1 scope.
• Deliver frontline customer service at support kiosks including facetoface engagement with staff and students.
• Identify and resolve basic hardware and software issues on University workstations and the network.
• Maintain computer labs and classrooms ensuring devices software and setups are functional and compliant with standards.
• Support and maintain audiovisual equipment across teaching spaces including replacing components like projector lamps and amplifiers.
• Assist with password resets MFA setup and general user access support for staff and students.
• Support workstation installations upgrades BYOD exams and semesterbreak technology projects as required.

Salary:HEP 3 - $63307 - $69895
Employment Type:Full Time Ongoing
Hours:36.75
Location:Footscray Campus

For a detailed overview of the roles duties and responsibilities please refer to the Position Description - Customer Support Assistant

About You:

• You have foundational knowledge or training equivalent to Year 12 a trade certificate or relevant experience.
• You communicate clearly and professionally with strong verbal and written skills and respect for confidentiality.
• You enjoy helping people and bring a positive customerfocused attitude when supporting staff and students.
• You work well in a team environment collaborating effectively with colleagues and other technical specialists.
• You are organised and able to prioritise tasks in a busy support environment to meet timeframes and service standards.
• You are confident using Microsoft Office (Word Excel Outlook) and can quickly learn new systems like ISM and StudentOne.
• You understand workplace policies follow procedures and comply with OHS and antidiscrimination responsibilities.
• Youre eager to build technical skills across hardware software audiovisual equipment and general IT support

The University is a Child Safe organisation.You willbe requiredto hold a current Working with Children Check (WWCC) or be willing to obtain one prior tocommencingemployment.

How to Apply

Applications must be submitted:

• A cover letter
• Your curriculum vitae/resume
• Your responses addressing all selection criteria located in the position description
• Evidence of applicable qualifications licences and registration

Applications will close Sunday February 15 at 5pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged.

Visa sponsorship is not available for this position.This role requires for applicants to have full and permanent working rights in Australia.

Why Join VU

VU provides competitive salaries excellent superannuation and a variety of benefits. The university fosters an environment where staff can excel achieve their goals and develop their careers. With a focus on diversity inclusion and family-friendly policies VU supports both professional and personal well-being. For more information please visit ourCareers at VU Webpage

Our Commitment to Protecting Country

Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility in all that we do to improve the health and wellbeing of our local and global communities and the planet that we share.

Our Commitment to Progressive Inclusivity

VU is an equal opportunity employer and proudly committed to progressive inclusivity. We welcome and celebrate diversity in all its forms including Aboriginal and Torres Strait Islander peoples people with disability culturally and racially marginalised communities LGBTQIA individuals and people of all ages and socio-economic backgrounds. We strive to reflect the communities we serve and foster an inclusive respectful and supportive environment where everyone feels they belong. We are proud to be aWGEA Employer of Choice for Gender Equality.

Our Commitment to Inclusive Recruitment

VU is committed to providing a positive and barrier-free recruitment experience. If you require adjustments at any stage of the recruitment process including accessible formats of documents please contact us ator call (03).