We are seeking a dedicated Service Centre Officer to join our Digital Workplace Experience (DWX) team within Information Technology. Reporting to the Service Centre Team Leader, you will be responsible for delivering exceptional service excellence while effectively engaging with stakeholders to understand and meet their needs.

In this dynamic role, you will provide both face-to-face and omni-channel support services. Your responsibilities will include addressing and resolving daily issues as well as fulfilling requests related to the technologies used by the Swinburne Community. You will play a key role in identifying opportunities for continuous improvement in service delivery, collaborating closely with IT support teams across the DWX portfolio.

We are looking for someone who is committed to optimizing the efficiency of incident resolution and problem management, with a strong focus on customer satisfaction and service excellence.

About You
To be suitable for this role you will need to have experience in the below key accountabilities:

• Excellent oral and written communication skills, including the ability to communicate information to technical and non-technical stakeholders
• Demonstrable customer focus bias with a track record for delivering service improvements with an emphasis on Service Excellence
• Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations
• Demonstrable technical skills in the maintenance and support of IT Technologies including Hardware, End User Software and Audio-Visual equipment

Further information about this role can be found in the attached position description.

Qualifications
A degree level qualification in information technology, information systems, or equivalent

About Swinburne University of Technology
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

• Every Swinburne learner gets a work experience
• Every Swinburne graduate gets a job
• Every Swinburne partner gets a tech solution
• Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

For more information about the role, please email talentacquisition@swin.edu.au

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on talentacquisition@swin.edu.au

Applications Close: Thursday 17th October 2024, 11pm

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion
Swinburne University of Technology is dedicated to creating a varied, welcoming, and open learning and work environment that embraces diversity, promotes inclusion, ensures fair access to opportunities, and actively opposes bullying, discrimination, sexual harm, victimisation, and vilification. We appreciate every individual in our community, regardless of ability/disability, age, cultural and ethnic background, sex, sexual orientation, gender identity and expression, and family and relationship status. For further details on our efforts, please explore our Equity & Diversity website.

Disability and Reasonable Adjustments
Swinburne University of Technology actively supports and encourages individuals with disability to apply. We provide reasonable adjustments throughout the recruitment and selection process by ensuring that we cater to the access and participation needs of all candidates.

For a confidential discussion regarding accessibility requirements, or to provide feedback on how we can continue to improve our recruitment processes to better accommodate adjustments you require, please reach out to talentacquisition@swin.edu.au.

Science in Australia Gender Equity (SAGE) at Swinburne
Swinburne is enhancing gender equity and diversity, with a focus on science, technology, engineering, maths and medicine (STEMM), by participating in the Science in Australia Gender Equity (SAGE) program.

Swinburne University is actively engaged in improving representation and participation of women in STEMM fields, aiming to address ongoing gender inequity. As an inaugural recipient of the Athena SWAN Institutional Bronze Award, we have implemented our original SAGE Action Plan (2019-2021) and continue our commitment through the current SAGE Action Plan (2022-2025), focusing on meaningful actions to foster long-lasting change and advance gender equity and diversity in STEMM.

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

For any support please contact talentacquisition@swin.edu.au or for more information on our Indigenous strategies please follow the link to our RAP Reconciliation Action Plan

Victoria’s Commitment to Action: Improving international student employment outcomes
As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant
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