Salary Rate: Casual HEW 4 ($50.35 per hour + 11% superannuation) 

Employment Type: Casual

Location: Geelong Waterfront Campus

About the role:

The primary purpose of the Casual IT Help Officer is to contribute to first point of contact and first point resolution targets by applying best-practice processes, including the ITIL (Information Technology Infrastructure Library) framework. The role also requires a high level of Information and Communication Technology (ICT) technical and behavioural skills.

To be successful, you'll have:

You will enjoy assisting others and love all things tech! Ideally you will bring to the team the below capabilities and personal attributes:

• Demonstrated high-level technical knowledge and the ability to use problem-solving skills in the resolution of customer interactions
• Excellent written and verbal communication and interpersonal skills
• Demonstrated ability to explain complex technical matters to customers in easy to understand terms
• Ability to understand and empathise with customers to achieve the desired outcome
• Ability to develop relationships, work collaboratively in a team and to provide proactive support for others
• Strong negotiation and liaison skills
• Demonstrated ability to develop and communicate work instructions and procedures
• Ability to work without direct supervision

Your key responsibilities will be to:

• Responsible for the first contact and first point resolution, recording and tracking of student and staff and Deakin community interactions (including interacting and support of senior executives and council members) and associated records
• Where first point resolution is not possible, determine where to escalate an interaction, and provide effective and complete information to the relevant parties regarding the appropriate course of action
• Provide individual support to students and staff and the Deakin community in the use of ICT equipment, resolution of issues and general information provision in managed and non-managed environments
• Implement IT Help quality assessment processes and incorporate customer feedback into continuous improvement initiatives
• Accurately record, track, monitor and assist resolution of incoming Service Desk calls using the appropriate Digital Solutions processes and escalation paths to achieve the Service Level Agreement

Please submit your updated resume and 1 page cover letter. Applications for this position close on Sunday 30th of November.

About us
The flexible learning options we provide our students and our diverse team of professionals and academic experts has enabled us to achieve a 5-star rating by the prestigious university ranking organisation Quacquarelli Symonds. For eight consecutive years, we've achieved the highest level of overall student satisfaction among Victorian universities.
We have a network of campuses, learning centres and research centres across Victoria and corporate offices in Melbourne, China, Indonesia, India and Sri Lanka.  Our online Cloud campus provides more than 13,000 students with access to state-of-the-art digital tools and direct access to world-renowned academics.
As a Victorian university with a global impact, Deakin is translating its research into commercial outcomes that will help drive innovation for Australia’s economy.