Service Center Consultant (ICT) job at UNIVERSITY OF SYDNEY

  • 2x Full time duty, 1x continuous and 1x fixed term
  • This is a great opportunity to join our Shared Service Center and contribute to the outstanding service provided by our ICT Specialists.
  • Base Salary $ 78’077 + 17% superannuation

About opportunity

There are 2 positions available:

  • Continues full time
  • Fixed full-time term until 10th June 2023

As a Service Center Consultant (ICT) you will provide strong customer service and transaction support and advice in response to Information and Communications Technology (ICT) inquiries from University of Sydney staff and students sent through multiple channels. As part of the Shared Service Center, which is the contact center for Operations-related queries, you will need to understand University policy and provide helpful responses to a range of service queries in a professional and focused manner. customer.

Your primary responsibilities are:

  • collaborate with Shared Service Center members and management, as well as other groups, cohorts and stakeholders throughout the University
  • respond to ICT -related customer inquiries, queries, requests and processing tasks filed through multiple channels
  • use the Shared Service Center ticket management platform to raise tickets for all customer inquiries/requests received by phone or email
  • identify, propose and participate in any continuous improvement opportunities in processes, products, services, technologies/systems and reporting within the Shared Service Center
  • interpret relevant ICT knowledge, University guidelines and policies to provide accurate advice.

About you

  • demonstrated a high level of computer literacy skills and knowledge, with particular proficiency in Microsoft Office, email and web browsers
  • experience supporting account and password management queries, including support for multi-factor authentication (MFA) requests and issues
  • experience in understanding and interpreting ICT policies and organizational procedures and translating them into actionable instructions for end users
  • excellent customer service and communication skills (both written and oral), a well-developed telephone system, and experience in receiving calls from a multi-queue interactive voice response (IVR) system
  • experience using the ServiceNow (or similar) incident logging system.

To keep our community safe, please be aware of our safety precautions for COVID that shape our admission conditions for all staff, students and visitors coming to campus.

Sponsorship / employment rights for Australia

Note: Visa sponsorship is not available for this position. For a continuing position, you must be an Australian or New Zealand citizen or an Australian Permanent Resident.

Temporary Australian residents currently working at the University of Sydney may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

Checks before work

Your employment is conditional on the completion of all duties required prior to employment or background examinations on terms satisfactory to the University. Similarly, your continued employment is conditional on satisfactory maintenance of all associated clearance and background check requirements. If you do not meet these conditions, the University may take any necessary action, including termination of your employment.

EEO statement

At the University of Sydney, our shared values ​​include diversity and inclusion and we strive to be a place where everyone can thrive. We are committed to creating a University community that reflects the wider community we serve. We deliver on this commitment through our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with disabilities. , people from diverse cultures and languages, and those who are recognized as LGBTIQ. We accept applications from candidates from all backgrounds.

How to apply

Applications (including a cover letter, CV, and any additional supporting documentation) may be submitted by Apply button at the top of the page.

If you are currently a University employee or a contingent worker with Workday access, please login to your Working day account and navigate to the Career icon in your Dashboard. Click on USYD Find Jobs and apply.

For a confidential discussion about the role, or if you need reasonable adjustments or support in filling out this application, please contact Sajad Bahram, Recruitment Operations, by email at [email protected]. au

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The University reserves the right not to proceed with any appointment

Click to view the Position Description for this role.

Close Applications

Sunday 17 July 2022 11:59 PM

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